Team Lead: 1Life Customer Services at Telesure Investment Holdings (TIH)

Job Purpose

Manage a team of Customer Services Consultants to ensure effective delivery of service to all levels of inbound and outbound client interactions.

Responsibilties 

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 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.

General Education:

• Grade 12/ SAQA Accredited Equivalent (Essential)
• RE5 (Essential); FAIS Accredited - Minimum 120 credits (Essential)
• Advanced Certificate/Degree in related field (Advantageous)

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 (Advantageous)