Team Lead: Sales - Steyn City Capital Park at Telesure Investment Holdings (TIH)

Job Purpose

• To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required sales and operational results. Ensure inbound and outbound policy sales, based on contacts and campaigns. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

Responsibilities

Operations Management

• Supervise others working within established operational systems.

Customer Management

• Manage relationships with clients and act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification

• Ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.

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.

Performance Management

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

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Leadership and Direction

• Explain the local action plan and targets to support team members in their understanding of what needs to be done and how this relates to the broader business plan; motivate people to achieve local business goals and targets.

Organizational 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 to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Insights and Reporting

• Contribute to the preparation of various ad hoc data and analytics reports.

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.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• FAIS Regulatory Qualification (Essential);
• RE 5 (Essential);
• Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous);
• Class of Business Certification (Essential);
• STI Qualification (Essential);
• RE 1 (Advantageous); AIISA/FIISA qualification (Advantageous)

Experience

• 3-5 years experience in call centre sales/customer service environment (Essential);
• Experience in Financial Services industry (Advantageous).
• 3 or more years call centre supervision/ General sales management/People Management experience (Essential)