Team Leader: Cross Sell Operations at Sanlam Group

About the Job

What will you do?

• An experienced Team Leader to lead our outbound call centre team in the Cross-Sell team. The successful candidate will be responsible for managing and motivating a team of sales agents and administrators to achieve sales targets and KPIs.

Key Responsibilities and Deliverables:

• Develop and implement sales strategies to achieve sales targets and KPIs.
• Manage and motivate a team of sales agents to achieve sales targets and KPIs.
• Monitor and analyse sales performance data to identify areas for improvement.
• Provide coaching and training to sales agents to improve their performance.
• Ensure compliance with company policies and procedures.
• Ensure that all sales activities are conducted in accordance with regulatory requirements.
• Develop and maintain relationships with key stakeholders.
• Prepare reports on sales performance data for senior management.
• Participate in the recruitment and selection of new sales agents.
• Manage the new business capturing, in line with product terms and conditions and applicable regulations.
• Manage the sales leads process
• Ensure that Sales targets are met (Quality sales) and manage the leads quality.
• Review and approve all new business
• Quality monitoring
  • Ensure that outbound agents adhere to the sales scripts
  • Ensure quality capturing of all accepted policies on different systems
  • Achievement on quality audits (% achieved)
  • Ensure that all processes, procedures and systems are in line with regulatory requirements and that the team are kept up to date with regulatory changes.
  • Trends will be identified and communicated to management with recommendations as to how to improve / address issues identified
• Enabling capacity management
  • Sufficient staff are available to perform the work
  • Staff have access to the required enablers to perform their work
• Operational work planning and priority setting – delegation of incoming work/ Capacity management
  • Ensure that work is equally distributed by the team leaders
  • Ensure effective planning that enables dealing with the workload
  • Ensure clear and timeous communication to all relevant teams by the team leaders
• Operational performance monitoring and reporting
  • Ensure, with the assistance of team leaders that all key indicators are monitored continuously and deviations addressed timeously
  • Adherence to Standard operating procedures guides
  • Adherence to Service level agreements
  • Achievement of targets (volumes)
  • Achievement of quality measure targets
  • Consider alternative measure to accommodate the client and to speed up the process
  • All communication or actions will be documented
• Reporting – weekly and monthly to relevant stakeholders
  • Accuracy
  • Timeously

What will make you successful in this role?

Qualifications & experience

• Grade 12/Matric
• Relevant diploma/degree is an advantageRE 1 & RE 5 qualification
• 2 years’ experience in approving of new business in life/funeral insurance industry
• At least 2 years’ experience as a Team Leader in outbound call centre environment.

Knowledge and skills

• Excellent communication and interpersonal skills.
• Strong leadership skills.
• Ability to motivate and manage a team of sales agents.
• Strong analytical skills.
• Knowledge of life insurance products and services.
• Knowledge of regulatory requirements for the insurance industry.
• Computer literacy – MS Office – standard Excel
• Exposure to working with capturing / workflow systems
• Insurance product knowledge
• Knowledge of in-house systems (advantageous)
• Verbal and written communication skills is essential

Personal Attributes 

• Builds effective teams 
• Contributing independently Decision quality 
• Contributing independently Directs work 
• Contributing independently Plans and aligns 
• Contributing independently Build a successful career with us