Responsibilities

Leadership and Direction

• Explain the action plan to support the sales agents in their understanding of what needs to be done and and how this relates to the broader business plan and the organization’s strategy, mission and vision; motivate people to achieve business goals.

Performance Management

• Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Organizational Capability Building

• Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM) Data

• Ensure that the sales agents maintain up-to-date customer relationship management data, identifying and resolving issues.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Personal Capability Building

• Maintain an understanding of accreditation, external regulation, and industry best practices through ongoing assessments, training and education.

Data Collection & Analysis

• Collate and analyze data using pre-set tools, methods and formats. Involves working independently.

EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• FAIS recognized qualification or Wealth Management Qualification (Essential)
• RE 5 (Essential)
• Degree/Diploma in Business Management (Advantageous)

EXPERIENCE

• 3 or more years experience in a sales call centre environment (Essential)
• 2 years Long-term Insurance experience (Essential)
• 2 years managing and or leading a team of agents

Managerial Experience

• 3 or more years experience supervising and directing people (Essential)