Assistant Operations Manager: Insurance

2 weeks ago

Cape Town, Western Cape, South Africa TFG Financial Services Full time

Position Description:

Assistant Operations Manager: Telemarketing

A challenging position exists within the Financial Services Call Centre for a self-motivated and assertive individual to lead, manage and coach a team of supervisors in a fast paced and dynamic working environment. This individual should be dynamic, pro-active, and display exceptional operational leadership skills.

Your responsibilities would include:

  • Ensuring that monthly sales targets and KPI's are met by managing the portfolio to achieve the team's & shifts targets in line with the Brand(s) product requirements
  • Maintaining and enhancing the portfolio compliance standards & legislative requirements and ensure adherence to agreed quality benchmarks
  • Ensuring the Telemarketing and relevant supporting strategies are effectively implemented, monitored and maintained.
  • Effective management and co-ordination of individuals to ensure optimum people productivity by adhering to all the relevant people management processes
  • Drive recognition and motivation activity in the department to maintain staff motivation and retention
  • Optimise the portfolio's productivity by effectively planning and co-ordinating relevant portfolio resources [i.e. staffing, scheduling, employee skill and competencies]
  • Managing relationships with internal & external stakeholders to achieve the desired outcome.
  • Ensuring that reports are analysed & compiled accurately to provide feedback on overall portfolio performance, identified trends and action plans
  • Effectively and efficiently resolve all escalated customer and operational queries
  • Completion of administrative tasks timeously & accurately.

The ideal candidate will need:

  • Matric qualification
  • Management related qualification [advantageous]
  • RE5 Financial Services Board Qualification [advantageous]
  • Outbound sales experience - Telemarketing
  • 2 years experience in a supervisory role
  • 2 years management experience managing a team of managers – [advantageous]
  • Proven analytical, decision making ability and strong numerical & administrative skills
  • Excellent communication skills [verbal, written & interpersonal]
  • To be computer literate [MS Office & Intermediate Excel]
  • Sound understanding & application of people management procedures [e.g. IR, coaching]
  • Ability to work independently as well as within a team dynamic to drive results
  • To be highly driven, motivated and display a high level of assertiveness
  • Excellent time management, planning and organizational skills
  • High attention to detail & ability to effectively problem solve

Flexible to work on Saturdays.

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.

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