Jobs at Old Mutual South Africa

Lead and motivate the sales consultants

• 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.
• Understand the team’s target
• 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
• Ensure that all staff adhere to their shifts
• 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
• Understand the different conversion rates per campaign
• Ensure that sales consultants’ bins are well maintained
• Ensure that all leads are called 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 oracle
• 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

Job Requirements

• Grade 12
• Appropriate insurance qualification (FAIS & RE non-negotiable)
• 3 years’ in Direct Long Term Insurance and/orCall Centre experience
• 2 years’ experience in aCall Centre team lead capacity

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• 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

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Lead the implementation of tactical mobile device management strategies within the organization.

• Ensure the mobility infrastructure is available at all times with fit-for-purpose capacity available with the assistance from service providers of choice based on agreed Service Level Agreements.
• Ensure that any changes made within the mobility infrastructure are embedded through the organizations change management methodology.
• Implement, update and maintain the Installation, Move, Add, Change, and Disposal (IMACD) management, problem and incident management methodology within Mobility.
• Monitor and ensure service providers adhere to their contractual obligations.
• Provide monthly capacity reports as agreed with service providers to ensure that capacity constraints are avoided and risk is mitigated.
• Implement and maintain hardware standards for mobility devices (Mobile Phones and Tablets).
• Perform mobile device configuration, maintenance, and installation, troubleshooting and process optimization to support the enterprise when required.
• Manage any procurement of mobile devices and accessories as per the procurement process and standards.
• Manage all mobile devices and paperwork related to Mobile Service Providers as per process that is aligned to handling of user mobiles and their data within the IT security requirements.
• Manage all devices on the network through a Mobile Device Management (MDM) console; including all the settings and compliance rules applied and the maintenance of the tool to ensure all mobile devices are compliant within the IT Security requirements.

Manage projects related to mobility device initiatives.

• Manage project execution and ensure adherence to budget schedule and scope as it relates to the mobile device environment.
• Develop and/or update project plans, including information such as project objectives, technology, system’s information and specifications.
• Monitor and track project milestones and deliverables.

Continuous improvement to ensure effective service

• 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.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Manage service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and development teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Ensure cost efficiency through financial and corporate governance

• Contribute to the development and implementation of fit for purpose budgets.
• Manage supplier relationships, and budgets associated with projects.

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 business and IT teams to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas
   

Job Requirements

• Information Technology related qualification. An Information Technology related Bachelor’s degree would be advantageous
• ITIL V3 Foundation

• Microsoft Intune understanding/Enterprise Mobility Management (can be any other MDM on the market – they all function the same)
• Must understand Mobile Networks – GSM

• Should be able to differentiate between GPRS, EDGE, UMTS, HSPA+, LTE4a, LTE, 5G frequencies
• Should understand how the network tower works, the cause of call drops, dip in networks, how to test mobile network speeds

• Must have a good understanding about mobile contracts both data and voice
• Should have some analytic skills set, for continuous improvement of solutions (projects)
• Must have a good project management skill set. Work well under pressure.
• Should be skilled in all mobile technologies, Android, IOS and Windows 10 mobile
• Should have a clear understanding of the RICA ACT and compliance thereof.
• Excellent service management skills
• Cost conscious
• Problem solver
• Good negotiation skills
   

Additional Details

Competency Descriptors

• 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.