Job Openings at Oneplan Underwriting Managers (Pty) Ltd

Main purpose of the job

• To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.

Client Engagement

• Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of contact.
• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues
• Leverage deep functional expertise in order to expand the client’s use of existing products and to identify new products offerings
• Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
• Create a culture of Customer/Client Centricity
• Ensure adherence to standard operating procedures in all engagements.
• Ensure invoices have been captured and attached for any claims-related queries.
• Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
• Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
• Ensure follow up and follow through on all client queries
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
• Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to optimise client experience
• Drive digital omni-channel strategy, through improving the client’s digital experience.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.

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 organization
• 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

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• Minimum of 3 – 5 years customer service and industry specific experience

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Key Responsibilities:

• Provide one-on-one and group coaching sessions to improve sales techniques and conversion rates.
• Identify performance gaps and develop customized coaching plans for individual agents.
• Conduct live call monitoring and real-time feedback to optimize agent performance.
• Implement and reinforce best practices for overcoming objections, closing sales, and providing great customer experiences
• Analyze sales data and trends to identify improvement opportunities.
• Work closely with team leaders and management to align coaching with business objectives.
• Conduct workshops on sales strategies, product knowledge, and soft skills.
• Assist in setting realistic performance goals and tracking progress against key KPIs.
• Foster a culture of accountability, motivation, and continuous learning.

Requirements:

• Proven experience in a sales coaching, training, or leadership role within a call center environment.
• Strong background in sales techniques, objection handling, and closing strategies.
• Excellent communication and interpersonal skills to inspire and motivate agents.
• Analytical mindset with the ability to interpret sales data and drive improvements.
• Ability to work under pressure in a fast-paced, target-driven environment.
• Strong time management and organizational skills.

 Job Specifications: Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• 4 – 6 years experience as a Team Leader in a Sales Call Centre environment
• Display an understanding and knowledge of the product and industry.
• Meets FAIS Fit & Proper requirements as per legislation

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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.

Requirements

• Grade 12 with English and a second language (preferably of a ethnic language).
• Undergraduate/Postgraduate qualification in related field advantageous.
• Minimum of 3 – 5 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. 
• Proven experience managing a team in a contact centre environment and or call centre will be advantageous.

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Client Development

• Manage and ensure that the campaign conversion rate and return on investment is upheld through proper lead management.
• Ensuring that leads are provided to the best possible sales agent and that the lead is handled in relation to the company minimum standards.
• Ensuring that your team follow the sales script verbatim and ensuring that all company processes are managed, reported on, and implemented.
• Ensuring that leads are maximised by offering cross-selling opportunities for additional Oneplan products.
• Ensuring that you and your team are well trained on the product, understand objections and can overcome these objections.
• Ensuring that your team keep up to-date sales records for all existing and prospective accounts on company IT systems.
• Ensuring that all correspondence to customers and potential customers are dealt with timorously and professionally.
• Ensuring that your team always display and maintain professionalism.
• Ensure that your current customer portfolio and individual agents’ customers are satisfied and that all premiums written are collected within the acceptable parameters (NTU Rate);
• Ensuring that all sales and service breaches are attended to immediately and the necessary coaching and or disciplinary process as per the company employee handbook are followed.
• Execute on the vision and overall sales strategy
• Provides strategic input into the sales strategy
• Provides insight in terms of optimising performance and profitability
• Build/maintain rapid channel of communication to client in case of service-related issues and events
• Ensure adherence to standard operating procedures in all engagements.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• Leverage team success to drive all initiatives and experiences
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring targets are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s success

Team Management 

• Team meeting between (Buzz session, celebrating previous days performance, addressing challenges, action plan for the day.)
• Ensure consultants have leads and walk the floor
• One on One sessions and coaching sessions – call evaluations
• Ensure all desks have the necessary equipment before recruitment
• Ensure all leads has been purchased;
• Complete individual dashboards with conversion rate, number of sales, MTD reports to be sent to team members. Include target actual vs. variance.
• Run telephony report and lead disposition report and address agents who are burning leads or who have low conversions.
• Obtain action plans from agents behind target and follow through on actions agreed upon.
• Performance Management (As per employee handbook) to be conducted in comparison to commitments.
• Daily report to manager around your analysis, discussions and action plan.
• Complete attendance register with notes and submit to HR every Friday
• Ensure all leave reflects on ESS upon the employees return to work.
• Use attendance register to identify trends.
• Deal with all staff related matters (absenteeism, late coming, dress code etc) this must be done according to the employee handbook and guidelines.
• Receive, understand, interpret and review QA feedback, track this feedback on a spreadsheet and allocate to staff in discussions/ coaching sessions.
• Ensure all agents are familiar with the QA process, principle decisions, dispute process and weekly calibration sessions.
• The Sales Manager needs to listen to a minimum of 1 call (Non converted lead/Non-compliant sale) per sales agent per week and a documented coaching session per agent per week.
• All agents not on sales target be coached at least twice per week. Feedback to be given to manager including trends, gaps, focus areas and action plan.
• You are required to be visible on the floor throughout the day by doing side-by-side coaching, motivation and staff management
• Ensuring that should your team not be on target at close of business, that you display commitment by driving extra hours as per industry standards and achieving minimum daily targets.
• Understanding incentive models and be able to calculate your own teams’ incentives, ensuring that your team has a weekly update on possible earnings.
• Take ownership of incentives and driving motivation throughout the day.
• Should your agents not be on minimum standards for leads, lead dial strategy, sales numbers, conversion rate and quality rating, you need to address and document your action plan to rectify daily.
• All disciplinary/poor performance and other documentation are to be documented
• Copies of all documents must be scanned and sent to HR via email daily;

Operational Effectiveness

• Ensuring each agent achieves 350 minutes of call time per day;
• Be punctual, responsible and diligent in all tasks and duties attended to, and ensuring that your team follows the same standards;
• Complete accurate and timely sales administration records;
• Submit to the Head all relevant reports, paperwork and update on all future sales activity;
• Any additional responsibilities as required from time to time;
• Ensure you and your team comply with company policy and procedures.
• Driving One boost

Reporting

Weekly Duties

• Prepare weekly reports on sales with detailed stats, trends and action plans.

Biweekly Duties

• Schedule via outlook a formal weekly performance review meeting with all your staff individually.
• Performance appraisal scores to be discussed, signed off and submitted to HR Manager on 15th of the following month for all agents in your team irrespective of the previous months performance. Confirmation mail to be sent to HR and line manager that the task has been completed by the set deadline.
• Prepare for each session and ensure each performance session is documented accordingly;
• Ensure all agents has received and signed the employee commitment documents that are signed off based on department acceptable standards before they are allowed to dial.
• Follow the poor performance management process strictly, based on employee commitment documents
• Prepare with evidence for your weekly review session and come prepared

Monthly duties

• Month end report due by the 2nd business day of each new month. This report needs to be detailed with trends, comparisons and business insight. Provide a holistic view of your team, issues faced, disciplinary, performance management, leads etc.
• Your targets are calculated on approved headcount as per commission model in effect.
• Ensure at least one quality calibration session between the QA department and your team is done and documented monthly

Quality, Consistency and Compliance

• Manage the Sales Deck in its entirety (resources, operational processes, levels of authority, etc.).
• Analyses empirical sales data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
• Understanding the competitor offerings and opportunities to differentiate.
• Responsible for the achievement of revenue and cost management objectives for Sales
• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
• Accountable for risk and compliance as it relates to Sales.
• Ensures remediation of all audit findings for Sales.

Leadership

• Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
• Adopts the new ways of work culture and the creation of empowered teams.
• Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
• Drives the company’s diversity and transformation objectives.
• Develops mechanisms to obtain and provide feedback on staff satisfaction.

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 organization
• 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

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• 4 – 6 years experience as a Team Leader in a Sales Call Centre environment
• Display an understanding and knowledge of the product and industry;
• Meets FAIS Fit & Proper requirements as per legislation.