Team Leader: Client Servicing

Insurance and Asset Management is best positioned to provide comprehensive investment and asset management offerings, as well as insurance solutions, to our African clients. Our goal is to meet our clients’ financial needs by offering holistic advice and competitive solutions during significant transition points in their lives. With our expertise in the Standard Bank Group, we are uniquely equipped to serve the financial needs of African clientele seeking trusted guidance on investment, insurance, and asset management solutions. In fact, we go far beyond what you’d expect from financial services – all to make sure our clients have seamless access to a comprehensive range of services, through a pioneering digital ecosystem. Purpose To coordinate, plan & deliver day-to-day team tasks & activities in order to execute customer service accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs. 2 - 3 years experience in a similar environment Minimum Qualifications Higher Diplomas (NQF Level 06) in Office Administration Process Ensure quality of own work, minimise mistakes, coordinate and implement team process improvements and continuously improve on quality and standards. Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria. Coordinate team's administrative support task execution and provide input to meet required response time, quality & service delivery standards. Plan periodically to coordinate, process and monitor team tasks and activities effectively and efficiently to align performance objectives. Accountable for the quality execution of own and teams' work, within defined operating procedures, standards and work routines. Plan for the execution of own and other's tasks against a set framework. Proactively identify team-based work problems, determine root-cause and apply solutions in line with established guidelines, escalating more complex problems, providing the necessary information to solve problems. Customer Liaise and interact with customers via approved communication channels in a positive and helpful manner. Ensure customer satisfaction with regard to the quality of operational support provided by a team under supervision. Provide support to ensure the effective resolution of customer queries in order to promote customer satisfaction and retention. Inform and educate customers on products to ensure retention of existing customers; increase sales revenue and increase the org. customer base. Contribute to a culture of service delivery excellence, which builds positive relationships and provides an opportunity for feedback and exceptional delivery within the team aligned to Treating the Customer Fairly (TCF) principles. Finance Ensure own and team adherence to specified standards, policies and procedures to prevent potential financial losses/wastage. Learning and Growth Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role. Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate. Effectively schedule and utilise the available human resources allocated to work area to perform specified tasks. Governance Ensure own and team compliance with applicable risk, governance and compliance processes and procedures. Escalates identified risks. Query resolution (Intermediate) Customer Relationship Management (Basic) Organisation and Attention to Detail (Basic) Interpersonal Effectiveness (Basic) Problem Solving and Analysis (Basic) Teamwork and Cooperation (Basic) Communicating with Impact (Basic) Relationship Management and Networking (Intermediate) Customer Orientation (Basic) IAM is an equal opportunity employer and are committed to creating an inclusive environment for all employees. As part of our commitment to Diversity, Equity and Inclusion, we encourage applications from people with disabilities. Liberty Group Limited - an Authorised Financial Services Provider in terms of the FAIS Act (Licence no 2409) #J-18808-Ljbffr