Vacancies Available 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.

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 Engagement:

• Execute on the vision and overall customer segment strategy
• Provides strategic input into the customer segment strategy
• Provides insight in terms of optimising performance and profitability
• Develop mechanisms to obtain and provide feedback on customer insight
• Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
• Ensure pre-emptive customer solutions.
• Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Allocate tasks 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 to the Service Experts 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 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.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• 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 team and managing the team’s 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 coach and mentor the Team.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).
• Ensures that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand offs, etc.)
• Analyses empirical customer 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 Service
• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
• Accountable for risk and compliance as it relates to Service.
• Ensures remediation of all audit findings for Service.

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.

Operational Effectiveness

• 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 administration records.
• Submit to the Manager of Customer Care all relevant reports, paperwork.
• Any additional responsibilities as required from time to time
• Ensure you and your team comply with company policy and procedures

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 Call Centre environment 

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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

• 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