Sales Performance Enhancement FLM at Santam Insurance

What will you do?

The Performance Enhancement Coach FLM Will Be Accountable For The Monitoring And Measurement Of

An exciting career opportunity is available for a Performance Enhancement Coach FLM within Santam Direct Sales based in Centurion.

• Client Experience delivered across all client facing functions
• Clients Experience as defined by Quality of Advice, Complaints and Compliments, Corrections required, Compliance Adherence
• Client Experience across all product offerings
• Client Experience delivered by outsourcing partners

The successful incumbent must also have good analytical skills and excellent stakeholder management skills

What will make you successful in this role?

KEY OUTPUTS
Quality of Advice

• Keeping review content that is required for each client facing team recent and applicable
• Managing the team to ensure they reach their operational targets (i.e. volume, quality & corrective actions)
• Keeping the team’s skills and knowledge current, and all relevant staff are fit and proper
• Ensuring the team is aligned on the interpretation of the QA requirement – i.e. calibrated
• Ensuring that the QA trends are analysed and shared with the rest of the business areas
• Ensuring that the appropriate interventions are identified to correct and improve business behaviour
• Escalating non-adherence, business risk and other issues to the appropriate functions
• Managing the people matters and general performance of the team

Training & Coaching

• Collate trends across all structured and unstructured data, and propose corrective actions by ensuring adequate training and coach sessions are done
• Research and direct the Client Experience strategy with Santam Direct and consultants
• Own the projects required to implement the required capabilities across the various functions required

Qualifications And Experience

• Completed Grade12
• Insurance Qualification
• FAIS Relevant compliant
• Minimum 10 years short term insurance industry experience
• 3-5 years client-facing experience
• 3 years’ experience at junior manager level
• 5 years Contact Centres experience
• Previously functioned in QA role preferential

Knowledge And Skills

• Drive leads and service targets
• Call Centre control and reporting
• Budget and expenses
• Management of employees

Personal Attributes

• Builds effective teams - Contributing independently
• Decision quality - Contributing independently
• Directs work - Contributing independently
• Plans and aligns - Contributing independently