Team Leader DFA Commercial Lines at Old Mutual

Job Description

Critical objectives and responsibilities:

Manage and implement the direct sales business operating model 

• Implement sales plans and pipelines for assigned agents.
• Develop and implement contact plans and track productivity.
• Support the business to deliver business targets and objectives and create a high performance orientated culture 
• Accountable for the direct acquisition of sales

Maintain lead to quote

• Maintain quote to conversion ratios 
• Maintain NTU – and cancellation ratios
• Manage discount mandates to ensure that profitability targets are achieved
• Identify through insights action plans to improve lead, quote and conversion ratios

Manage cost to serve indicators

• Facilitate the sharing of best practice across teams to improve sales acquisition.
• Driving a high performance sales culture.
• Recognise employees for the achievement of sales targets and profitability and conversion ratios.
• Conduct regular sales team meeting and 1 on 1 meetings.
• Maintain a high level of product knowledge by engaging staff in innovative ways.
• On the Job Sales Coaching for employees by having a traceable coaching process. 
• Daily Quote and Sales Reporting.
• Manage the resource capacity planning and implementation. 

Manage and ensure best practice delivery of customer experience standards nationally.

• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Co create and implement business processes and systems to achieve sales targets and improve customer experience
• Build and maintain excellent relationships between own team and key internal external stakeholders.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Ensure professional services are provided; where expectations are managed in terms of outcomes.
• Implement Quality Assurance findings.

Continuous improvement in product, process and systems to deliver strategic advantage within the market:

• Ensure process, product and systems optimisation is prioritised in order to deliver targeted strategic advantage.
• Establish and promote healthy vertical and horizontal business processes that ensure efficient and effective client delivery within set expectations and agreed performance standards in the area of accountability and the overall optimisation of the value chain for Old Mutual Insure.
• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.

Drive change methodology and ensure implementation across all projects

• Ensure project and change initiatives meet objectives on time and on budget by increasing broker, customer or employee adoption and usage 
• Responsible for implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact brokers / customers and employees by increasing benefit realization, value creation, ROI and the achievement of results and outcomes.
• Provide direct support and coaching to all direct reports.

Ensure cost efficiency through financial and corporate governance

• Deliver the allocated part of the operation within agreed budgets, service levels and business targets sales
• Contribute to the development and implementation of fit for purpose budgets.

Manage quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the HR and IT teams to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Ensure training and development plans are maintained for all team members
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

Experience, knowledge & skills required

• Grade 12.
• Relevant Tertiary – or Insurance Qualification. 
• FAIS Compliant (or studying towards compliance within 6 months).
• 3 years’ experience in leading a high performing sales team – with proven track record of achieving targets
• 3 – 5 years’ experience in direct sales environment within the financial services industry.
• 2 – 3 years’ experience in Short Term insurance advantageous. 
• Experience in virtual management of resources advantageous

Competency Descriptors:

• Strategic: Is able to understand, identify and acts on broader opportunities in order to drive longer term, value-adding change.  Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunities
• Customer: Putting the customer at the heart of business decisions and driving to improve value for customers.
• Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
• Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
• Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
• Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

Competencies

Closing Date

• 26 January 2025 , 23:59