Team Lead: Sales Kzn

2 weeks ago

Durban, South Africa Telesure Investment Holdings Full time

**ABOUT THE COMPANY**

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long
- and short-term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund, and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

**JOB PURPOSE**

Manage a team's performance outputs within the retentions department. Meet the metrics that has been set out by business. Manage the tactical strategy and execution within the inbound and outbound retention's unit.

**RESPONSIBILITIES**

**Operations Management**

Supervise others working within established operational systems.

**Leadership and Direction**

Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.

**Performance Management**

Respond to personal objectives and use performance management systems to improve personal performance. OR 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 fulfil personal potential.

**Insights and Reporting**

Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

**Customer Service**

Act as first-line supervisor of a team providing operational support and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times.

**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**

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

**Work Scheduling and Allocation**

Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

**Customer Relationship Management (CRM) Data**

Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities OR ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.

**Improvement / Innovation**

Identify shortcomings in existing processes, systems, and procedures, and use established change management programs to address them.

**BEHAVIORAL COMPETENCIES**

**Customer focus**

Builds strong customer relationships and delivers customer-centric solutions. For example, uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.

**Ensures accountability**

Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.

**Directs work**

Provides direction, delegating, and removing obstacles to get work done. For example, delegates considerable responsibility to staff with clear expectations and targeted guidance, removing obstacles. Fosters highly efficient teams; tracks team performance with appropriate metrics and provides feedback.

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