First Line Manager at Santam Insurance

WHAT WILL YOU DO?

This position manages a group of client facing sales consultants/learners. All consultants and managers are in advice giving positions and are Reps on the Santam Rep register in terms of FAIS legislation. The role address and effectively manage all client escalations and complaint resolution.

The successful incumbent should be able to conduct staff coaching and implement corrective actions. Understand productivity metrics and lead the team to achieve client centric metrics and achieve the productivity targets. Furthermore, assist with applying discounts to policies within a predefined framework and hold staff accountable for process adherence.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Sales – ensure that the sales team achieves their sales target and within the quality assurance targets. Ensure that new business clients receive the correct advice.
• Service – ensure that all existing clients are serviced in line with their policy type. Upsell to existing clients where required.
• Lead and manage a team.
• Drive client engagement performance against targets.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Performance management.
• Develop a shift roster.
• Develop client centric and service level strategies.
• Report on metrics.
• Track and resolve operational and performance variations.

Qualifications and experience

• Completed Grade 12
• Degree or NQF 6 / 5 with attendance in insurance programmes
• Personal lines short-term insurance related experience
• Fais compliant
• Completed RE5 qualification
• Computer proficiency (preferably with call centre software)
• A minimum of 2 years team management (people management) experience in the telesales industry

Skills and knowledge

• Ability to be sales oriented
• Ability to lead a sales team
• Process driven while remaining client centric focus
• Short term insurance industry knowledge
• Knowledge of call centre functions and operations (telephony, workplace scheduling, metrics)
• Knowledge of management principles
• Finance for non-financial managers (budgeting, managing transactional costs)
• Understand how to interpret and action financial metrics
• System knowledge includes, Policy Centre, Avaya, and WFM

PERSONAL ATTRIBUTES

• Deciding and initiating action
• Leading and supervising
• Collaborates
• Client focus
• Flexibility and adaptability
• Cultivates innovation
• Analytical thinking
• Influencing/ gaining commitment
• Business acumen
• Coaching and development