Broker/sales Manager: Life and Wealth

**RESPONSIBILITIES** **Leadership and Direction** Explain the action plan to support the sales agents in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve business goals **Performance Management** 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. **Organisational Capability Building** Use the organisation'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 organisation in own area of expertise to enable others to improve performance and fulfill personal potential. **Customer Relationship Management** Ensure that the sales agents maintain up-to-date customer relationship management data, identifying and resolving issues. **Organisational Risk Management** Ensure the organisation is not exposed to undue risks by using risk management systems to achieve specific goals within a designated area of the business. **Operational Compliance** Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. **Personal Capability Building** Maintain an understanding of accreditation, external regulation, and industry best practices through ongoing assessments, training and education. **Data Collection and Analysis** Collate and analyze data using pre-set tools, methods and formats. Involves working independently **BEHAVIORAL COMPETENCIES** **Being Resilient** Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts. **Communicates Effectively** Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding. **Directs Work** Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur **Instills Trust** Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner. Maintains high ethical standards and professional codes of conduct **Ensures Accountability** Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures. **Plans and Aligns** Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing wellsequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays. **Interpersonal Savvy** Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills. **Collaborates** Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input. **Optimizes Work Processes** Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pays close attention to a variety of metrics and benchmarks; determines both major and subtle ways to optimize processes. Swiftly resolves process breakdowns; takes steps to ensure that problems do not recur **Manages Complexity** Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main cons