Job Description

JOB PURPOSE

Manage a team's performance outputs within the retentions department. Meet the metrics that has been set out by business.

Operations Management

Oversee an operational area with guidance from senior colleagues and manage a retentions team in line with targets, company goals, objectives, policies and procedures. Maximize customer retention. Responsible for aspects of staff resourcing, succession planning, management and development, ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Ensure they operate at optimal gearing requirements.

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. Uphold customer effort scores.

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 and appraisal. Respond to personal objectives and use performance management systems to improve personal performance.

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. Ensure compliance with all necessary fit and proper requirements.

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Client & Customer Management

Help senior colleagues manage client and customer relationships by using relevant sales or client systems. Build, maintain and manage effective relationships with all internal and external stakeholders.

Insights and Reporting

Prepare and coordinate the completion of various data and analytics reports. Ensure accurate Management Information including analysis on trends by implementing solutions. Provide day to day reporting and monthly reporting.

Organizational Capability Building

Plan and implement actions to build the team's capabilities. Provide training, coaching, guidance and counselling to others in own area to enable them to improve performance and fulfill personal potential.

Work Scheduling and Allocation

Monitor teams monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

EDUCATION

General Education

Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination (Essential); FAIS recognized qualification (Essential); Class of Business Certification (Essential); Continuous Professional Development (Essential); STI qualification (Essential)

General Experience

2 or more years customer service and/or sales and/or retentions experience within a call centre environment (Essential); Experience in a Short Term Insurance environment (Advantageous)

Managerial Experience

1 year experience of general supervision of more junior colleagues (Advantageous)

SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

Telesure Investment Holdings