Team Lead: 1Life Retentions at 1 Life Insurance

RESPONSIBILITIES

Operations Management

• Supervise others working within established operational systems. Oversee and manage a retention team in line with targets, company goals, objectives, policies and procedures. Maximise customer retention. 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.

Customer Service

• Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Performance Management

• Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal. Respond to personal objectives and use performance management systems to improve personal performance

Operational Compliance

• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. Ensure compliance with all necessary fit and proper requirements.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Client & Customer Management

• Help senior colleagues manage client and customer relationships by using relevant sales or client systems. Build, maintain and manage effective relationships with all internal and external stakeholders.

Insights and Reporting

• Ensure accurate Management Information including analysis on trends; day to day reporting; and monthly reporting.

Work Scheduling and Allocation

• Design own monthly schedule and, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Organizational Capability Building

• Plan and implement actions to build the team's capabilities. Provide training, coaching, guidance and counselling to others in own area to enable them to improve performance and fulfill personal potential.

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Regulatory Examination (Essential)
• FAIS recognized qualification (Essential)
• Class of Business Certification (Essential)
• NQF level 6 (Advantageous)
• Wealth Management Qualification (Advantageous)

EXPERIENCE

General Experience

• 3 - 6 years customer service and/or sales and/or retentions experience within a call centre environment. (Essential)
• 3 years work experience in a Long term Insurance environment. (Advantageous)

Managerial Experience

• 3 - 6 years people management experience.