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

Specification    
Operations Management

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance.Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others.
• Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Leadership and Direction

• Supervise a team performing routine work.

Capability Building

• Use the organization's formal development framework to identify the team's individual development needs.
• Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.

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.

Insights and Reporting

• Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals.

Work Scheduling and Allocation

• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Document Management

• Maintain files and records and oversee the documents prepared by the Dealer Support Assistant's.
• Make any changes necessary before submission to Dealer Operational Manager.

Data Collection and Analysis

• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.

Requirements    

• General Education
• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Advantageous); Degree and/or diploma in business/marketing (Advantageous)

General Experience

• 5 or more years administrative experience (Essential); Experience in Financial Services Industry (Advantageous)

Managerial Experience

• 6 Months or more experience of general supervision within a similar role (Advantageous)

Closing Date: 6th, April 2022