Manager: Sales at Telesure Investment Holdings (TIH)

JOB PURPOSE

Manage a team's performance outputs within the sales department. Meet the metrics that has been set out by business. Manage the tactical strategy and execution within the remote /field sales team.

Responsibilities

Leadership and Direction

• Collaborate, create and communicate the tactical plan and actions needed to execute the function's strategy and business plan within the team. Ensure there is buy-in from the team and explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Customer Service

• Manage a medium-sized sales function, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards. Manage within the team, the effective and efficient customer queries and complaints. Review the customer retention's process and metrics. Ensure customer are treated according to the TCF principles; between managers, reps and customers.

Operations Management

• Oversee an operational area and manage a sales function in line with targets, company goals, objectives, policies and procedures. Improve customer sales. Responsible for aspects of staff resourcing, succession planning, management and development, ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Ensure they operate at optimal gearing requirements.

Performance Management

• Manage, drive and report on performance within the department or area of responsibility. Set appropriate KPI's that are aligned to business objectives for direct reports and hold them accountable for achieving these. Take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Organizational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.

Stakeholder Engagement

• Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Insights and Reporting

• Prepare and coordinate the completion of various day to day reporting and monthly reporting. Identifying and interpreting patterns and trends, and translating those insights into actionable recommendations and by implementing solutions.

Improvement / Innovation

• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.

Operational Compliance

• Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct. Ensure compliance with all necessary fit and proper requirements.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Customer Relationship Management (CRM) Data

• Ensure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.

Budgeting & Costing

• Track budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.

Work Scheduling and Allocation

• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve or liaise with different areas in the business to acquire and use different resources as needed. Ensure adequate work allocation to the correct resource skill in order to achieve client satisfaction.

TECHNICAL COMPETENCIES

Customer Service Delivery

• Use comprehensive knowledge and skill and guide and train others on meeting high customer service standards. Compliance Use comprehensive knowledge and skills and guide and train others on achieving full compliance with applicable rules and regulations in management and/or operations.

Verbal and Written Communication

Apply comprehensive knowledge and guide and train others on using clear and effective verbal and written communications skills to express ideas, request actions and formulate plans or policies.

Planning and Organizing

• Use comprehensive knowledge and skills and guide and train others to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning

• Use comprehensive knowledge and skills and guide and train others to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Presentation skills

• Use comprehensive knowledge and skills to communicate with other people and guide and train others to speak in a clear, concise and compelling manner.

Learning and Talent Development

• Provide technical guidance when required to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.

Review and Reporting

• Provide technical guidance when required to review and create relevant, lucid and effective reports. Reports for improvement initiatives.
• Data Collection and analysis
• Provide technical guidance when required to analyze data trends for use in reports to help guide decision making.

Data Management

• Provide technical guidance when required to acquire, organize, protect and process data to fulfill business objectives.
• Policy and procedures Provide technical guidance when required to monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Negotiation
• Negotiate and provide technical guidance when required on how to help the organization by obtaining consensus between two or more internal parties who may have different interests.
• 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. PROFICIENT IN MS OFFICE.; AVAYA CUSTOMER SYSTEM..

EDUCATION

• General Education
• Relevant 3 year degree or diploma in relevant field (Essential);
• Financial Sector Conduct Authority (FSCA) competency requirements:
• FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (Essential)

Experience

• General Experience 6 - 8 years sales and/or retentions experience within a remote team/field sales environment (Essential);
• Experience in Financial Services Industry (Advantageous);
• Experience with Avaya related system (Advantageous)
• Managerial Experience 4 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified