Team Leader: Customer Care Retentions at Old Mutual

• Manage quality retentions services.
• Recruit, coach, develop and motivate staff to ensure they deliver the required customer experience, quality of service and personal targets.
• Ensure a consistent, detailed understanding amongst all retentions team members of the operational shifts, commissions, targets, products, business rules and conditions.
• Communicate nature, rules and all related information for campaigns and interventions to retentions team.
• Monitor and manage targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilisation to support the achievement of targets, volumes, operational budgets and campaign plans.
• Identify opportunities to improve and expand product and service offerings.
• Actively manage and report on the achievement of targets.
• Resolve customer queries or complaints where necessary.
• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals
• Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Track and resolve operational and performance variations
• Develop and encourage strong team work
• Identify potential inter-departmental problems and escalate them to higher levels
• Engage regularly in team or group problem-solving
• Manage areas of critical compliance and actively manage non-conformance
• Actively manage non-performance
• Identify, accumulate and analyse statistics that reflect on your team’s performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Actively participate in own professional development and career path.
• Inducting people into the specific team and job related issues
• Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to area of accountability.
• Take accountability for the management of business related risks within own area.
• Operate within agreed mandates as documented in the business rules.
• Ensure adherence to organisational policies, practices and procedures.
• Identify and recommend areas / ways to improve processes.

Job Requirements

• Grade 12
• Appropriate insurance qualification (FAIS & RE)
• 3 years’ in Direct Short Term Insurance and/orCall Centre experience
• 1 years’ experience in an Operations team lead capacity
• Computer literate, preferably with call centre software