Short-term Insurance Team Manager: Sanlam Direct
2 weeks ago
Who are we?
Sanlam Life Ltd is one of the top financial services providers in the South African market.
We’re all about building strong, lasting relationships with our financial advisors. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our financial advisors to realise their worth.
Our company is built on a respect for what people are worth and an appreciation for what they can become. We know that your worth is infinite and unique - and want to inspire you to realise this worth.
This is why we give each and every person who is contracted at Sanlam the opportunity to make the most of who they are, and to be recognised, respected and rewarded for their capabilities.
What will you do?
This role takes responsibility for the day-to-day management of a team of Short-term Insurance Sales Consultants in the Contact Centre. It is a first line management role that controls, manages and motivates the team of Sales Consultants including the monitoring and attainment of sales targets, staff productivity, quality and compliance adherence, staff development, training and coaching and general staff performance management and administration.
What will make you successful in this role?
- Agreed set goals with team members covering performance, quality and development areas
- Manage incentive budgets
- Focus on career and skills development of team members
- Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
- Vesting and training of new Consultants in the contact centre
- Briefing and readiness to deliver on projects and campaigns
- Drive the achievement of project and campaign targets
- Escalate call resolution and provision of project and campaign related answers
- Manage liaison with project and campaign management team
- Manage and maintain focused and highly motivated team members
- Coach and develop team into a high-performance culture
- Manage staffing needs, productivity and quality
- Monitor contribution to target (CTT) figures
- Adherence to legislation
- Manage capacity
- Manage Complaints
Qualification & experience
- Matric (or equivalent qualification)
- A relevant tertiary qualification will be an advantage
- Minimum of 5 years team management experience and product knowledge in short-term insurance
- Minimum of at least 2 years experience in a call centre environment (Outbound)
- Previous experience of quality and business processes
- Previous sales experience with a proven track record of achieving target
- Practical experience of IR processes is critical to the role
Knowledge and skills
- Vast knowledge of first line management practices
- Knowledge of contact centre systems and processes
- Business Processes and Rules
- Principles of teamwork e.g. stress management, team and individual motivation, best practices knowledge.
- Performance management knowledge - individual and group
- Dimensions of Management
- IR
Core competencies
- Being resilient - Stage 2
- Collaborates - Stage 2
- Cultivates innovation - Stage 2
- Customer focus - Stage 2
- Drives results - Stage 2
Personal Attributes
- Plans and aligns - Stage 2
- Interpersonal savvy - Stage 2
- Communicates effectively - Stage 2
- Optimises work processes - Stage 2
Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.
Turnaround time
Our commitment to transformation
The Sanlam Group is committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable work environment as we believe these are key components to ensuring a thriving and sustainable business in South Africa.
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