Team Lead: Collections Support at Telesure Investment Holdings (TIH)

Job Purpose

• Drive effective individual, team development and leadership, in order to ensure customer and company objectives are achieved by operationalising strategic and tactical initiatives through innovation.

Responsibilities

• Operations Management
• Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).
• Operational Compliance
• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. OR Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
• 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 organization's strategy, mission and vision; motivate people to achieve local business goals.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance. 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.
• Customer Relationship Management (CRM) Data
• Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
• Customer Management
• Help senior colleagues manage customer relationships by using relevant sales or customer systems.
• Customer Service
• Act as first-line supervisor of a team providing operational 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.
• Work Scheduling and Allocation
• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
• Organizational Capability Building
• Provide coaching to team members to develop their skills.
• Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year Business related degree /Bcom /diploma in Business Management (Advantageous) Minimum required insurance qualifications i.e. RE, FAIS etc. (Advantageous)  (Required)

Experience

• 3 or more years work experience in short-term insurance (Essential); Client Services experience, preferably in the short-term insurance environment (Essential); Knowledge of the short-term insurance Industry (Essential); Domestic and commercial underwriting experience (Essential)   Managerial Experience 1 - 2 years experience supervising a team (Essential).