Job Openings at Oneplan Underwriting Managers (Pty) Ltd

Key Duties & Responsibilities:

Drive Sales Strategy Planning and Execution:

• Collaborate with peers to define a sales business plan that will deliver revenue through selling and our products and services.
• Lead a team and support the Sales Managers to manage an effective and efficient omnichannel to maximize sales revenue and meet or exceed set goals.
• Build a culture of exceptional customer experience leveraging the omni-channel.
• Drive the forecasting and adjustment of annual, quarterly, and monthly sales plans to ensure achievement of yearly goals.
• Drive and deliver sales operational objectives through reviewing performance against sales information and making recommendations of adjustments to strategic plans.
• Create insights that will inform business plans and activities to maximize sales revenue and meet or exceed set goals.
• Lead a sales team of around 10 – 15 agents to initiate and implement corrective actions based on insights from other departments.
• Create an effective social system and lead teams to prepare and complete action plans; implementing productivity, quality, and customer-service standards; resolving problems; identifying trends; and determining organisational sales system improvements.
• Actively lead the team to expand the customer base to close sales.

Drive Sales Growth and Performance:

• Manage a successful omni-channel which consistently meets or exceeds daily sales performance metrics.
• Creates and maintain a world-class Sales culture, focused on delivering results by providing ongoing coaching and development of sales teams.
• Consistently ensures that business is always conducted with integrity and that behaviour aligns with our values.
• Works closely with Sales Managers and Marketing to drive strategy through leads and campaign management, sales huddles and regular feedback to Management teams on performance improvements.
• Analyse performance metrics data and leverage it to effectively coach and develop the Sales team.
• Initiate ideas for the development and implementation of new processes and procedures for effective and efficient team operations and ensuring these are shared with the Sales Manager to implement in other teams if effective.
• Collaborate with Sales Manager and various other managers in managing performance, sales strategy and tasks in order to achieve sales targets.
• Lead and oversee sales activities in the team you control.
• Reviews effectiveness plans or direct activities such as sales promotions that require coordination with other department managers.
• Assesses for opportunities for continuous improvement of execution and customer experience across the omnichannel in a cost effective, efficient, and effective manner.
• Contribute to channel plans or strategies.   
• Identify, design, and implement projects that will enhance effectiveness of the Sales Contact Centre over time.
• Ensure integrity of governance and compliance across all spheres of operations
• Ensure resources and structures supports longer term growth objectives.
• Managing the poor performance in your team inline with the Company procedures and processes as defined by the Disciplinary / Poor performance process.

Continuous Improvement and Reporting:

• Provide monthly and quarterly reporting on all relevant Sales Contact Centre indicators, illustrating trends and plans for continuous improvement. (Timing of reports may vary dependent on requirements).
• Review compliance metrics, retentions and cancellations and service level performance against defined targets and metrics and course correct sales processes when necessary.
• Extract productivity and performance data and reports daily, weekly, and monthly and analyse data for continuous improvement within your team.

Leadership and Direction:

• Providing vision and direction to team members.
• Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
• Role model behaviour and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.
• Provide support and guidance on career path planning, on-the-job training, coaching, and mentoring to direct reports.
• Leads change to creates a self-refreshing and learning organisation.
• Continuous improvement of business processes.

Work collaboratively:

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management:

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Key requirements of the role:

Education & Experience:

• Grade 12 with English and a second language (preferably of a ethnic language).
• Undergraduate/Postgraduate qualification in related field advantageous.
• Minimum of 5 - 8 years client service and/or sales experience.
• Previous call centre sales experience within a short-term insurance environment (preferred), able to manage a team effectively and motivate team members to meet required targets.
• 2 – 3 years proven experience managing a team in a contact centre environment and or call centre will be advantageous.

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Essential Duties and Responsibilities:

HR Strategic Planning

• Implementation of the people strategy in the areas of HR processes, talent sourcing, selection & succession, employee wellbeing, organisational workforce planning & design, compliance & reporting, creating and maintaining of a business culture aligned to a high-performance driven environment, performance management and development.

Leadership

• Managing an employee HR team with aligning to the Operational Goals and activities. Implementing programs that develop the capability of team and department leaders and close leadership development gaps as part of the employee development process through needs assessment and training programs.

HR Client Services (HR Business Support).

Providing HR related support to the operational teams by:

• Advising employees, supervisors and managers on policy interpretation and application.
• Managing HR transactional processes within the department aligned to task driven deadlines for training, recruitment, and payroll processes.
• Consulting with and supporting supervisors / line managers and department managers in the movement of employees including commencements, departures, transfers, family leave, leave of absence and termination, managing employee movements and providing advice and support to our people.
• Assisting the Employee Relations Manager with employment relation issues through disciplinary processes and enquiries, which may include investigations, grievance management, disputes, complaints, industrial relations issues and advising on correct processes for managers, in accordance to the Company Disciplinary Code.

Employee Culture and Value Proposition Management (Employee Wellbeing and Culture).

• Participate and work collaboratively with Business Leaders to create the culture for a sales performance driven environment, using the People Satisfaction Survey’s and People Feedback to develop strategies to improve the work environment.

Assisting in managing various employee engagement initiatives and programs:

• Manage employee awards and recognition programs.
• Manage employee wellness programs.
• Creating health awareness campaigns.
• Drafting employee wellbeing articles for the newsletter.
• Support business with healthy living programs and initiatives.
• Roll out and implementation of people survey for EVP development and creating initiatives.

Workforce Planning (HR Analytics and Reporting)

• Full responsibility to provide business with data/reports – fixed term employment, staff turnover, retention of talents, cost of recruitment, salary analysis and HRIS reporting.
• Monthly, quarterly and ad hoc HR reporting (Including HRIS, WSP, ATR, EE and BBBEE reporting).
• Complete and submit statutory declarations (WSP&ATR, EE02&EE04, STATSSA)
• BBBEE (management & control and skills pillars)
• Continue improving the HR programs, policies, practices and processes associated with meeting the strategic and operational people issue of the organization.

Talent Sourcing, Selection and placement (Entire Recruitment and Onboarding).

Responsible for successful candidate attraction for the various roles and responsibilities by:

• Develop & implement strategies to source and attract talent into the organisation aligned to the high-performance driven culture.
• Ensure pipeline sourcing practices to attract suitable talent for a highly performance driven call centre.
• Managing the recruitment platform and drafting of adverts and job specifications for various roles.
• Use online platforms, company website, and social media to brand the company in a way that projects a strong employer value proposition and attracts suitable talent.

Talent & Succession Planning

Ensuring the development and growth of employees within the organisation by:

• Partner with departmental managers to map talent and determine succession for key roles.
• Developing succession pools and skills gap analysis to grow employees within the roles to ensure succession and growth of employees.

Performance & Development Management

Creating a performance driven culture and business environment by:

• Creating a performance review process by ensuring all employee Job Descriptions are updated, in place and KPA’s are reviewed.
• Assist in managing the annual performance and development process by strengthening the capability of our people in delivering quality feedback, analysing review material.
• Ensuring reviews are completing on time, preparing and analysing post-review reports and participating in difficult review discussions.
• Coordinate training activities in conjunction with Training.

Compensation & Benefits

• Manage the annual salary review process in line with salary budgets set by departments.
• Managing salary benchmarking and monthly salary bill management, to ensure that employee levels are compliant with industry norms and Employment Equity Compliance.
• Develop strategy to ensure that salaries stay market related and attractive for talent sourcing..
• Ensure all benefits are activated timeously once employees are engaged.

10. Compliance, Reporting & Annual Submissions

• Managing all compliance related activities, setting up of forums and managing reporting structures. These include BBBEE application and compliance, quarterly Employment Equity monitoring, reporting and Annual Training Submissions (WSP & ATR) monitoring, committee meetings, reporting monthly or quarterly and the submission process.
• Establish credibility throughout the organization with management and the employees to be an effective listener and problem solver of people issues.

Leadership and Direction

• Providing vision and direction to team members
• Through effective inspirational leadership, facilitate the creation of accountable, full-claims teams who understand and strive to meet the needs of all stakeholders.
• Role model behavior and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.
• Provide support and guidance on career path planning, on-the-job training, coaching, and mentoring to direct reports.
• Leads change to creates a self-refreshing and learning organisation.
• Continuous improvement of business processes.

Work collaboratively

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Desired Skills & Experience:

Education:

Minimum Requirements:

• Grade 12 or equivalent.
• Human Resources tertiary qualification (BCom, Industrial Relations and equivalent B degree).
• At least 5-8 years’ work experience in a similar role, at a management level, with proven success.
• Medical workplace and or Call Centre experience, working within a medical environment and or call centre of no less than 2-3 years would be advantageous.
• Additional certifications HR and or Industrial Relations would be advantageous.

Experience:

• Proven experience managing a team within an HR department with talent sourcing and talent development focus.
• In-depth knowledge of call centres and Human Resources processes is essential.
• Proficient in office management software and Microsoft Office Suite.
• Strong organisational and leadership skills.
• Excellent report writing, communication and interpersonal abilities.
• Ability to multitask and prioritise effectively in a fast-paced environment.
• Problem-solving skills and attention to detail.
• Highly administrative and accurate in execution of tasks.