Team Leader Sales at Old Mutual

Job Description:

• Assign allocated leads to Sales team members.
• Where required, review merits of case and decide on discount.
• 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 sales team members of the operational shifts, commissions, targets, products, business rules and conditions.
• Ensure the achievement of the team’s targets.
• Train sales agents to ensure that they reach the minimum required sales per day.
• Maintain or exceed the lead to quote ratio targets.
• Maintain or exceed the quote to sale ratio targets.
• Maintain or exceed the lead to sale ratio targets.
• Ensure that abandoned calls do not exceed 1% average per month.
• Actively manage capacity planning for shift schedules.
• Ensure 5 hour minimum talk time per agent per day.
• Ensure that absenteeism within the team is below 10% per month.
• Understand call volumes (daily , weekly and monthly).
• Understand the peaks and troughs in calls daily, weekly and monthly to manage the achievement of sales targets within the team.
• Understand the different conversion rates per campaign.
• Ensure that sales consultants’ bins are well maintained.
• Ensure that all leads are followed up on by sales consultants.
• Take disciplinary action against sales consultants that are not adhering to the rules regarding leads.
• Ensure that all leave taken by consultants is captured onto Workday to ensure the management of any potential exploitation of sick leave.
• Ensure that all warnings issued are placed in staff files.
• Ensure that all sick notes are placed in the staff files.
• Maintain cleanliness on the sales floor.
• Communicate nature, rules and all related information for campaigns and interventions to Sales Consultants.
• Monitor and manage sales targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilisation to support the achievement of sales 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 sales targets.
• Resolve customer queries or complaints where necessary.

Qualifications:

• Matric
• RE 5
• FIAS Qualification
• 5 - 10 years Leadership role
• Manages a small to medium-sized team of advisors to develop, maintain, and leverage relationships with prospective and existing clients to stimulate and manage demand for financial products and services.

Responsibilities
Leadership and Direction

• Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.

Customer Relationship Management / Account Management

• Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

Sell Customer Propositions

• Use personal expertise to identify the complex standard products and/or services offered by the organization that meet the customer's needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer's agreement.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Operations Management

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

Promoting Customer Focus

• Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.

Key Account Management

• Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer inquiries while helping senior colleagues manage and maintain customer relationships.

Customer Relationship Development / Prospecting

• Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Budgeting

• Track budgets and report variances to more senior colleagues.

Organizational Capability Building

• Provide coaching to team members to develop their skills.

Competencies

• Builds Networks
• Business Insight
• Collaborates
• Communicates Effectively
• Customer Focus
• Demonstrates Self-Awareness
• Develops Talent
• Drives Results

Closing Date

• 12 March 2025 , 23:59