Job Description

JOB PURPOSE Manage a team of Customer Services Consultants to ensure effective delivery of service to all levels of inbound and outbound client interactions. RESPONSIBILITIES Operations Management Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols. Leadership and Direction Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals. Work Scheduling and Allocation Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Performance Management Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management, appraisal and ongoing individual coaching to maintain service delivery standards. Customer Service Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues. Clients treated according to Treating Customers Fairly principles. Stakeholder Engagement Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment. Liaise with relevant internal stakeholders to ensure service delivery, addressing any policy, system or process concerns. Insights and Reporting Prepare and coordinate the comprehensive completion of various data and analytics reports. Present these at management meetings along with recommendations Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Client & Supplier Management (External) Help senior colleagues manage client and customer relationships by using relevant client platforms. Operational Compliance Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. TECHNICAL COMPETENCIES Customer Service Delivery Use comprehensive knowledge and skills and guide and train others on meeting high customer service standards on an ongoing basis and tracking results of these initiatives. Computer skills Support business processes and understand and effectively use standard office equipment and software packages, and provide technical guidance as needed. Advanced MS Office; AS400; Working Knowledge of Datanet; EMC. Verbal and Written Communication Use clear and effective verbal and written communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies. Data Collection and analysis Provide technical guidance when required to analyze data trends for use in reports to help guide decision making. Commercial Acumen Apply understanding of the business environment and objectives to develop solutions with guidance Listening Skills Apply concepts of knowledge / skill and provide technical guidance when required Planning and Organizing Use comprehensive knowledge and skills and provide guidance and training to others to plan, organize, prioritize and oversee activities to efficiently meet business objectives. Review and Reporting Provides technical guidance when required to review and create relevant, lucid and effective reports. Action Planning Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements. Policy and procedures Provides technical guidance when required to develop, monitor, interpret and understand policies and procedures, and make sure they match organizational strategies and objectives. Policy terms and conditions.; Insurance principles.. Policy and Regulation Interpret and apply knowledge of laws, regulations and policies in area of expertise and provide technical guidance when required. Legislation (FAIS, FICA) Negotiation Negotiate and provide technical guidance when required on how to help the organization to obtain consensus between two or more internal or external parties who may have different interests. Presentation skills Communicate with other people provides technical guidance when required on how to speak in a clear, concise and compelling manner.
EDUCATION General Education Grade 12/ SAQA Accredited Equivalent RE5 (Essential) FAIS Accredited - Minimum 120 credits (Essential); Advanced Certificate/Degree in related field EXPERIENCE General Experience 3 or more years Customer Service experience (Essential) Experience in a Long Term Insurance environment (Advantageous) Managerial Experience 2 or more years people management experience

Telesure Investment Holdings