Team Lead: Sales at Telesure Investment Holdings (TIH)

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 organisation'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 organisation'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 and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Capability Building

• Use the organisation'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 fulfill 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 in order 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 fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.

BEHAVIORAL COMPETENCIES

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.

Directs Work

• Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of persuasion, including well-reasoned rationale. Recognizes when compromise is necessary and shifts approach to accommodate others.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, enlists a range of stakeholders to add value; ensures they are well informed and surprises are avoided. Confronts and challenges "us vs. them"; shows strong appreciation for others' efforts toward shared goals.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.

SKILLS

Direct Sales

• Provide guidance when required to maximise 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 organisation 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 in order 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.

Requirements
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)

EXPERIENCE

• General Experience 5 or more years' contact centre sales experience as Sales : Team Lead (Essential)
• Experience in Financial Services Industry (Short term insurance) -  (Essential)
• Internation financial services experience (Advantageous)

Managerial Experience

• 3 or more years' sales experience in a leadership role (Essential)