First Line Manager: CCC at Sanlam Indie

About the Job

What will make you successful in this role?
Job Purpose:Output/Core Tasks:

• Manage a department’s performance within a specific division of Business Shared Services
• Ensure that your department effectively contributes to the business Unit’s Client Satisfaction and Experience standards
• Manage the budget and make decisions regarding resources with your team
• Manage the People practices and performance statistics and reports of your department
• Actively be responsible for the coaching, training and development of personnel
• Assist and provide support to team members regarding complex client enquiries
• Ensures Service Level Agreements and Key Performance Areas are continually reviewed and expectations are met with optimum levels of quality and service delivery.
• Work closely with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Review management information and make suggestions, recommendations so as to improve processes across the business.

Role Requirements:Qualifications:

• Matric/Grade 12
• Relevant business degree/diploma or industry related qualification

Knowledge and Experience:
Must have insurance or call centre industry knowledge and an understanding of:

• Life Assurance environment
• Call Centre and Client Services business
• Financial Service experience is essential
• Experience in managing personnel within a call centre environment would be an advantage

Competencies:

• Ability to function under immense pressure
• Good conflict management skills
• Be innovative
• Ability to develop and empower others
• Teamwork
• Good communication
• Decision making skills