Team Leader

-Introduction

Metropolitan is one of the oldest financial services brands in SouthAfrica. With a 116 year legacy of serving the communities in whichit operates, Metropolitan represents true empowerment in servingAfrica's people through affordable financial solutions that createfinancial growth and security.
Role Purpose

Manage and motivate the team in order to deliver an excellent clientexperience and support the achievement of sales targets.
Requirements
- Minimum entry level qualification equivalent to Grade 12/NQF4
qualification.
- Diploma in business management.
- FSB recognised qualification listed or credits pertaining to the date
of first appointment in the industry, listed on the most recently
published Board notice as published for recognised qualification, to
fulfil the duties of a compliant supervisor.
- FAIS Representative Regulatory Exam Level 5 passed.
- FAIS Key Individual Regulatory Exam Level 1 (preferred).
Duties & Responsibilities
- Develop plans to achieve sales targets in line with client centric
practices.
- Manage the adherence to operational processes, policies and
legislative requirements.
- Develop action plans and initiatives to drive sales, motivate team and
improve performance.
- Communicate and implement approved team targets within area of
responsibility.
- Implement action plans to achieve sales targets and business goals.
- Effectively manage all day-to-day team activities and escalations.
- Collaborate with Quality Assurance and Performance Coaches to
guide and coach team to increase productivity, compliance and
quality of calls.
- Regularly assess team members' performance against targets and
implement actions to increase performance.
- Assess service delivery based on engagements with business
stakeholders and relevant analytics and implement plans for
improvement.
- Maintain effective and efficient record keeping on the relevant
system.
- Conduct regular engagement with team members in order to cascade
information and team objectives.
- Cultivate and manage working relationships with a variety of
stakeholders.
- Analyse, identify trends and report on team performance and
productivity.
- Implement effective staffing and scheduling models for guaranteed
coverage at the lowest possible costs.
- Implement measures to address non-performance within the team.
- Identify operational efficiencies and make recommendations for
improvement.
- Drive client service delivery goal achievement in line with
predefined standards in order to ensure that clients receive
appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked,
accurately resolved and used as a mechanism to improve client
service and business processes
- Provide regular reports on delivery of services
- Provide authoritative, expertise and advice to clients and
stakeholders
- Make recommendations to improve client service and fair treatment
of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment
- Equity principles and MMI values
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
- Support effective workforce planning practices to ensure that staffing requirements are accurately forecasted
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team in order to ensure business objectives are achieved
- Encourage innovation, change agility and collaboration within the team
- Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
- Plan and implement a cycle of medium term improvements to drive pricing of services and products.
- Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
- Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
- Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
- Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings
Competencies
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