Team Lead: Business Insurance- Customer Care at Telesure Investment Holdings (TIH)

The Customer Care Team Manager contributes to the organisational goals by managing the facilitation of all inbound, outbound & digital policy related matters. The aim of this would be to minimise the loss of clients, grow the book and improve overall customer experience.

Specification    

• Monitor Lapse Ratios and make recommendations for improvements on both New & Existing Business
• Responsible for all 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.
• Deliver results through effective coaching of staff members.
• Develop, empower and grow team members. Ensure engagement of staff within the team and deprtment by utilising leadership abilities.
• Assist with ad hoc projects and investigations
• Ensure accurate Management Information: Analysis on trends; daily and monthly reporting.
• Utilise Systems to improve quality of saves & reinstatements (eg. Qlikview Save, Reinstatement, Discount & collections Model)
• Monitor Collections % and make recommendations for improvements on both New & Existing Business collection rates
• Makes use of Datanet campaigns to drive collections and reinstatements
• Build, maintain and manage relationships with all internal and external
• stakeholders effectively.
• Ensure collaboration with other departments that have similar goals (Retention teams at 1Life, Personal Lines & VAPS). Share ideas to improve performance
• Ensure compliance with all necessary fit and proper requirements.
• Maintain high levels of Service to customers (We Hear You, Call Centre Metrics, Complaints & Compliments, OA TAT)
• Maximise customer retention.
• Manage Administration Costs (Expense Reports)
• Deliver the Telesure Service Way through personal effort and through others.
• Deliver on TCF principles in alignment with regulatory requirements

Requirements    

• Proven Sales Manager track record
• Excellent verbal command of the English Language
• Strong understanding of the sales process and sales techniques
• A strong attention to detail
• Commercial Insurance Background
• Matric / SAQA accredited qualification*
• At least 2-3 Years Manager experience in a Call Centre environment
• Experience in the insurance industry (Over 3 years to 6 years)
• Must have RE and Fais credits
• Degree / diploma in Business Management/ Marketing (Advantageous)

Closing Date: 8th, April 2022