Long Term Insurance Team Leader

7 months ago

Johannesburg, South Africa Nedbank Full time

**Job Classification**

**Requisition: 127231**

**Nedbank Wealth Cluster | Nedbank Insurance Division**

**Location: Sandton**

**Employment Equity Statement: Preference will be given to individuals from underrepresented group.**
- Job Family- Sales And Services
- Career Stream- Call Centre (Service)
- Leadership Pipeline- Manage Others
- FAIS Affected- FAIS Affected - Yes**Job Purpose**
- To manage and lead call centre agents to enable them to achieve their deliverables in line with Nedbank strategy.

**Responsibilities**:

- Ensure that call centre agents are meeting the requirements and service level agreements of the stakeholders and clients by measuring quality and productivity.
- Maintain relationships with clients and stakeholders by living the Nedbank values.
- Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
- Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
- Create a client service culture through various required interventions.
- Support and encourage staff to participate and support corporate responsibility initiative.
- Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
- Encourage team to generate innovative ideas and share knowledge.
- Follow-up on work activities that result from the calls to ensure business processes are followed; resource plans are in place; work is allocated and client requirements are met.
- Listen to calls to ensure that call centre agents comply to business rules and processes in compliance with legislation.
- Manage all queues to ensure that service level agreements are met and client expectations are managed effectively.
- Resolve issues by making decisions within mandate that meet business requirements and client needs.
- Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents; providing feedback and identifying
- and implementing corrective action.
- Listen to calls to ensure that a quality conversation is conducted by call centre agents to maximise productivity and minimise losses.
- Adhere to budget by managing and minimising day to day costs e.g. overtime; stationery; telephone.
- Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required.
- Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
- Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
- Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
- Contribute to team effectiveness by
- following the recruitment process when recruiting talent.
- Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes.
- Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.

**People Specification**
- Essential Qualification- Matric / Grade 12 / National Senior Certificate
- FAIS Qualification (Minimum 120 credits)
- Regulatory Examination 5 Qualification
- Essential Certifications- Preferred Certifications- Minimum Experience Level- 5 year call centre experience-Long-Term Insurance; 1 year management experience; applicable compliance/legislative requirement e.g. Fais and Key Individual experience**Technical / Professional Knowledge**
- Business administration and management
- Business terms and definitions
- Client service management
- Communication Strategies
- Governance, Risk and Controls
- Principles of project management
- Relevant Nedbank product knowledge
- Relevant regulatory knowledge
- Service level agreements
- Business writing skills
- Behavioural Competencies- Earning Trust
- Coaching
- Customer Focus
- Decision Making
- Facilitating Change
- Driving for Results
- Planning and Organizing
- Delegation and Empowerment
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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