Senior Sales Team Leader (JHB) at Sanlam Group

The role

What will make you successful in this role?

• Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
• Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience.
• Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry.
• Manages people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded.
• Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps.
• and/or through written correspondence
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times.
• Improve customer satisfaction, experience and insight.
• Manage own development to increase own competencies.
• Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Ensuring achievement of underwriting and profitability objectives through internal processes.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.

Qualification and Experience

• Completed Matric (Grade 12 or equivalent)
• 5 – 7 years’ people management experience
• 5 – 7 years’ experience in an operational environment (preferably within the short-term insurance industry)
• NQF Level 4 in short-term Insurance related qualification
• FAIS compliance with credits in personal lines or commercial

Knowledge and Skills

• Drive Sales targets
• Coaching and Motivating Team
• Quality Auditing
• Managing Compliance
• Reporting and communication
• Management of employees
• Building High Performance Teams

Personal Attributes

• Directs work.
• Decision quality
• Interpersonal savvy
• Organized and Plans Effectively
• Resilience
• Pays attention to detail.