Branch Manager Stellenbosch at Momentum Metropolitan Holdings Limited

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 116-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance..

Visit us at www.metropolitan.co.za.

Role Purpose

• Manage and motivate the team in order to deliver an excellent client experience and support the achievement of sales targets.

Requirements

Experience:

• 3-5 years experience in a sales environment (essential)
• 2-3 years experience for the rendering of financial advice, as required by relevant regulatory body (essential)
• 1-2 years managerial experience (desirable)

Formal qualifications:

• Grade 12 or equivalent qualification
• Diploma in business management or equivalent qualification
• Relevant legislative/regulatory exams or qualifications
• Specific licensing or registration: Certified Financial Planner

Skills:

• Interpersonal skills
• Relationship building and networking skills
• Communication skills
• Computer skills
• Negotiation skills
• Planning and organising skills
• Analytical skills
• Knowledge of the financial services industry
• Knowledge of relevant legislation
• Relevant product and process knowledge (Class of Business knowledge)
• Knowledge of the sales process and cycle

Duties & Responsibilities

INTERNAL PROCESS

• Develop plans to achieve sales targets in line with client centric practices.
• Manage the adherence to operational processes, policies and legislative requirements.
• Develop action plans and initiatives to drive sales, motivate team and improve performance.
• Communicate and implement approved team targets within area of responsibility.
• Implement action plans to achieve sales targets and business goals.
• Effectively manage all day-to-day team activities and escalations.
• Collaborate with Quality Assurance and Performance Coaches to guide and coach team to increase productivity, compliance and quality of calls.
• Regularly assess team members’ performance against targets and implement actions to increase performance.
• Assess service delivery based on engagements with business stakeholders and relevant analytics and implement plans for improvement.
• Maintain effective and efficient record keeping on the relevant system.
• Conduct regular engagement with team members in order to cascade information and team objectives.
• Cultivate and manage working relationships with a variety of stakeholders.
• Analyse, identify trends and report on team performance and productivity.
• Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs.
• Implement measures to address non-performance within the team.
• Identify operational efficiencies and make recommendations for improvement.

CLIENT

• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

Competencies

• Adopting Practical Approaches: Applies practical skills when investigating issues; prefers to learn by doing; is practically minded and applies common sense.
• Interacting with People: Is lively and projects enthusiasm; is talkative in making contact; is focused on interacting and networking with people.
• Convincing People: Is comfortable having to persuade others; shapes opinions by being outspoken; seeks to negotiate with others.
• Making Decisions: Is determined and decides on actions; willingly assumes responsibility; is definitive and stands by own decisions.
• Empowering Individuals: Motivates individuals by empowering them; seeks to inspire people and groups; gives encouragement to others.
• Resolving Conflict: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments.
• Team Working: Works participatively with others; is democratic and encourages team contributions; collaboratively involves others in decision making.
• Seizing Opportunities: Identifies business opportunities; creates additional sales for future growth; wants to win and outperform competitors.