Client Engagement Team Leader at Discovery Limited

Job Purpose

• To lead, guide and coach the Client Engagement team and ensuring that they provide excellence service, quality, and delivery of business objectives. The purpose of the team is to ensure that all clients called become more engaged in the criteria set forth by the Client Engagement Analytics team as well as manage the conservation of certain cohorts of clients. The calls made by the team are Welcome calls and engagement calls. The incumbent also facilitates and drives projects from initiation to completion as well as initiates innovative solutions to gain efficiency.

Areas of responsibility may include but not limited to

• Manage 10 – 12 staff members.
• Leads, coaches, and supervises a specialized team focusing on getting clients engaged in the        bank products.  
• Daily/weekly and monthly reporting to the relevant business areas
• Managing and tracking targets to ensure that they are met.
• Provides updates reports to management.
• Track and trends behaviours of staff in relation to performance
• Presents new enhancements at forums.
• Networks and build relationships.
• Delivers results and meets customers’ expectations.
• Facilitates team outputs and delivery ensuring the highest standard of delivery. 
• Coordinates projects for team and business and leads project meetings when required. 
• Drives operational deliveries and maintains efficiencies within the team.

Personal Attributes and Skills

• Takes initiative and works under own direction
• Initiates and generates activity and introduces changes to work processes
• Provides others with clear direction
• Motivates and empowers others
• Provides staff with development opportunities and coaching
• Sets appropriate standards of behaviour
• Managing of targets and efficiency tracking
• Builds team spirit and reconciles conflict
• Easily establishes good relationships with customers & staff
• Relates well to people at all levels
• Produces new ideas, approaches or insights
• Produces a range of solutions to problems
• Works strategically to realize organizational goals
• Manages time effectively
• Sets clearly defined objectives
• Plans activities and projects well in advance and takes account of possible changing circumstances
• Sets high standards of quality
• Monitors and maintains quality and productivity
• Works in a systematic, methodical and orderly way
• Adapts interpersonal style to suit different people or situations
• Takes account of a wide range of issues across and related to the organization
• Works productively in a pressurized environment
• Accepts and tackles demanding goals with enthusiasm
• Works hard and puts in longer hours when it is necessary
• Writes clearly, correctly and in a well-structured/logical way
• Adapts to changing circumstances, new ideas and change initiatives

Education and Experience
Required:

• Matric with Mathematics/Accounting
•  At least 18 months Call Centre experience
•  Previous experience as a Team Leader in a retentions/ sales/ servicing environment
•  FAIS accreditation

Preferred:

• Discovery Bank Product Knowledge
• At least 12 months Discovery Bank Experience