Sales Centre Manager at AON

Aon South Africa is recruiting a Sales Centre Manager in our Personal Lines division based at our offices in Roodepoort. The role of the Sales Centre Manager is to manage the Personal Lines Sales Centre in achieving new business targets, and to be responsible for continuous refinement of processes and ensuring optimum productivity, whilst ensuring consistent MOS adherence.

This position complies with our Company Employment Equity policies.

About the Role 

As a Sales Centre Manager some of your key responsibilities will include:

• Set and drive daily & weekly targets.
• Establish high productivity and quality standards by driving strategic focus areas and best practice.
• Monitor call metrics; call time, quality and customer experience.
• Monthly call and quote audits to monitor accuracy of work, quality of advice and adherence to MOS, underwriting mandate and processes.
• Provide daily, weekly and monthly reporting to consultants and National Sales Manager.
• Resolve client complaints (escalate where applicable).
• Resolve client queries raised by consultants (escalate where applicable)
• Handle underwriting and claims queries when necessary.
• Responsible for resource capacity planning – work times, training rosters, etc. to support achievement of monthly targets and service delivery goals.
• Ensure client service delivery within the team to maintain client satisfaction level.
• Collaborate with colleagues from other departments to improve efficiency and overall service delivery.
• Identify and recommend process, technology, measurement and reporting improvements.
• Provide prompt reports on crucial issues to direct senior officers and suggest solutions where necessary.
• Supervise essential key account possibilities.
• Make propositions, provide suggestions and designate sales target and job obligations to each sales staff member.
• Ongoing coaching and mentoring of consultants including regular progress meetings.
• Appraise performance of staff; give suggestions, reward or award corrective action and offer proposals on dismissal of personnel where applicable.
• Generate action plans to enhance performance and productivity of underperforming personnel.
• Recommend hiring additional staff and make required resources available to accomplishing target objectives and goals.
• Take part in interview of candidates while supporting decision making to hire successful applicants.
• Successfully motivate and manage the national sales center in achieving the new business target, including training on how to attain business sales objectives.
• Ensure that schemes run profitably by adhering strictly to the underwriting criteria.
• Leads team initiatives and any new divisional or branch strategies.
• Keeps up with market trends within the insurance industry and is aware of competitors’ products/ offerings.
• Works with PPS employees to ensure high quality, efficient and compliant delivery of all client servicing administrative/transactional activities.
• Has close working relationships with the client management and bid management teams and brings them into the relationship at the appropriate time.
• High level of technical knowledge in order to be able to articulate solutions to clients.

Role-specific Technical Skills, Knowledge and Experience

Qualifications

• A minimum of Grade 12 or equivalent
• A Bachelor’s degree is preferable
• Must be registered as a representative with the FSCA in terms of the FAIS Act
• Must be registered as an associate with the IISA

Knowledge

• Computer literacy with advanced experience in MS Word and Excel
• A well-developed working knowledge of relevant product offerings in the short-term insurance industry
• Individual with knowledge of the principles and practices within a technical/ professional discipline.
• Know-how in respect of compliance and quality control in the insurance environment
• Quality Control/Assurance knowledge
• Has a broad knowledge of Aon generally and a deeper knowledge within the sector/territory.

Skills and Attributes

• Well-developed written and verbal communication skills.
• Good interpersonal skills.
• Good meeting facilitation and management skills.
• Well-developed team management and team functioning skills
• Possesses advanced analytical, technical and problem-solving skills and abilities.

Experience

• Have a minimum of 5 to 8 years’ experience with personal lines insurance
• Have at least 5 years of sales experience in the short-term insurance industry
• Have sales management experience in the short-term insurance industry
• A proven track record of reaching sales targets.