Broker Team Lead: Sales & Admin (Personal Lines) 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 operational results.

Responsibilities

Customer Management

• Help senior colleagues manage customer relationships by using relevant sales or customer systems., Customer Relationship Management (CRM) Data
• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities OR ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues., Customer Service 
• Act as first-line supervisor of a team providing operational 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., Insights and Reporting
• Contribute to the preparation of various data and analytics reports, 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., 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., Operations Management
• Supervise others working within established operational systems., Organizational Capability Building 
• Provide coaching to team members to develop their skills., Performance Management 
• Respond to personal objectives and use performance management systems to improve personal performance. OR 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.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA where applicable (Advantageous) A relevant 3-year Business related degree / diploma (Advantageous).

Experience

• 2 - 4 years Commercial Insurance experience (Essential); Short Term Insurance experience (Essential). 1 or more years’ experience of supervising and directing a call centre sales team to achieve specific end results (Essential)