Operations Team Leader at Old Mutual

Job Description

Manage and implement the direct sales business operating model 

• Support the business to deliver business targets and objectives and create a high-performance orientated culture. 
• Facilitate the sharing of best practice across teams to improve sales acquisition.
• Driving a high-performance culture.
• Recognise employees for the achievement of targets and profitability.
• Conduct regular Operations team meetings and 1 on 1 meetings.
• Maintain a high level of product knowledge by engaging staff in innovative ways.
• On the Job Coaching for employees by having a traceable coaching process. 
• Daily Reporting.
• Manage the resource capacity planning and implementation
• Manage and ensure best practice delivery of customer experience standards nationally.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Co create and implement business processes and systems to achieve targets and improve customer experience
• Build and maintain excellent relationships between own team and key internal external stakeholders.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Ensure professional services are provided; where expectations are managed in terms of outcomes.
• Implement Quality Assurance findings.
• Continuous improvement in product, process and systems to deliver strategic advantage within the market .
• Ensure process, product and systems optimisation is prioritised in order to deliver targeted strategic advantage.
• Establish and promote healthy vertical and horizontal business processes that ensure efficient and effective client delivery within set expectations and agreed performance standards in the area of accountability and the overall optimisation of the value chain for Old Mutual Insure.
• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Drive change methodology and ensure implementation across all projects
• Ensure project and change initiatives meet objectives on time and on budget by increasing broker, customer or employee adoption and usage 
• Responsible for implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact brokers / customers and employees by increasing benefit realization, value creation, ROI and the achievement of results and outcomes.
• Provide direct support and coaching to all direct reports.
• Ensure cost efficiency through financial and corporate governance
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets sales
• Contribute to the development and implementation of fit for purpose budgets.
• Manage quality people practices.
• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the HR and IT teams to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Ensure training and development plans are maintained for all team members
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

Experience, knowledge & skills required:​

• Grade 12.
• Relevant Tertiary – or Insurance Qualification. 
• NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent: Short-Term Insurance
• FAIS Compliant 
• 3 years' Managerial experience
• 3 years’ experience in leading a high performing team – with proven track record of achieving targets
• 3 – 5 years’ experience in direct sales environment within the financial services industry.
• 2 – 3 years’ experience in Short Term insurance (Personal and Commercial Lines). 
• Experience in virtual management of resources advantageous
• Supports continuous analysis of processes within sales and distribution and focuses on the successful implementation of processes and enhancements by viewing all changes in a holistic manner.

Responsibilities

• Data Collection and Analysis
• Conduct research using primary data sources, and select information needed for the analysis of key themes and trends.
• Advanced and Predictive Analytics
• Run advanced and predictive analyses and perform model assessments, validation, and enhancement activities, using predictive analytics' software tools and functionalities.
• Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports.
• Information and Business Advice
• Provide specialist advice on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others.
• Business Performance Metrics
• Lead projects or area within the realm of business performance metrics involving identification, development, and tracking of key performance indicators.
• Sales
• Sell simple products and services directly to customers while following standard protocols. May also involve providing back-office support to a sales team.
• Customer Relationship Management (CRM) Data
• Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
• Incentive Program Design
• Support the design and delivery of employee incentive programs; provide relevant financial, operational, and business performance analyses and insights; draft elements of the technical design; draft internal management reports.
• Operational Compliance
• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• 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.

Skills

• Action Planning, Analytics Software, Budget Management, Business Intelligence (BI) Analysis, Customer-Focused, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Data Modeling, Evaluating Information, Numerical Aptitude, Report Review, Sales Data Management, Statistical Analysis Techniques

Competencies

• Business Insight
• Communicates Effectively
• Cultivates Innovation
• Decision Quality
• Manages Complexity
• Optimizes Work Processes
• Situational Adaptability
• Strategic Mindset

Closing Date

• 04 February 2025 , 23:59