Job Description

ABOUT THE COMPANY

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africaxe2x80x99s leading financial long- and short-term insurance providers. Our portfolio includes South Africaxe2x80x99s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund, and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We are pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We are an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

JOB PURPOSE

Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand. Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required sales and operational results.

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.

Performance Management

Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Customer Management (External)

Help manage clients by carrying out standard activities and providing support to others.

Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

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.

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.

Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfil personal potential.

Customer Relationship Management (CRM) Data

Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Insights and Reporting

Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals.

Work Scheduling and Allocation

Develop short- or medium-term work schedules to achieve planned commitments. Approve overtime or use additional resources as needed.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products. Gain or maintain external professional accreditation where relevant to improve performance and fulfil personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.

TECHNICAL COMPETENCIES

Direct Sales

Provide guidance when required to maximize the volume and value of direct sales.

Learning and Talent Development

Proactive development of employees. Identify and motivate employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.

Customer Service Delivery

Use comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.

Verbal and written Communication

Apply comprehensive knowledge while providing guidance and training to others to use clear and effective verbal and written communication skills to express ideas, request actions and formulate plans or policies.

Proficient in any of the South African languages, in addition to English.

Action Planning and Work Scheduling

Provide guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Compliance

Provide guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.

Policy and procedures

Provide guidance when required to monitor, interpret, and understand policies and procedures, while making sure they match objectives.

Computer and System skills

Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.

AS 400.; Apollo.; IEX.; Datanet/POM Dialer.; Nice.; Proficient in MS Office.

Customer and Market Analysis

Conduct research and analyses data to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.

Knowledge of competitors.

Reporting

Create relevant, lucid, and effective reports.

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential)
• Full 150 STI credits, dependent on DOFA date (Essential)
• CPD hours (Essential)
• Class of Business Certificate (Advantageous)
• Degree and/or diploma in business/marketing (Advantageous)

• 5 or more years sales experience (Essential)
• Experience in Financial Services Industry (Advantageous)
• Managerial Experience 3 or more years sales experience in a leadership role (Essential)

Telesure Investment Holdings