Sales Centre Manager

**Job Summary**:
Aon South Africa is recruiting a Sales Centre Manager in our Sales and Marketing division, based at our offices in Roodepoort. The role of the Sales Centre Manager is to ensure the attainment of new business targets for Personal Lines, overseeing team progress to ensure that goals are met, to be responsible for continuous refinement of processes whilst ensuring optimum productivity and adherence to MOS.

This role complies with the Company's Employment Equity policies.

**Key Responsibilities**:
Set and drive daily & weekly targets.

Establish high efficiency and quality standards by driving strategic focus areas and best practice.

Supervise call metrics; call time, quality and customer experience.

Monthly call and quote audits to supervise accuracy of work, quality of advice and adherence to MOS, underwriting mandate and processes.

Provide daily, weekly and monthly reporting to consultants and National Sales Manager.

Resolve client complaints.

Resolve client queries raised by consultants.

Handle underwriting and claims queries when vital.

Responsible for resource capacity planning - work times, training rosters, etc. to support achievement of monthly targets and service delivery goals.

Ensure client service delivery within the team to maintain client satisfaction level.

Collaborate with colleagues from other departments to improve efficiency and overall service delivery.

Identify and recommend process, technology, measurement and reporting improvements.

Provide prompt reports on crucial issues to advise senior officers and suggest solutions where necessary.

Supervise crucial key account possibilities.

Make propositions, provide suggestions and designate sales target and job obligations to each sales staff member.

Ongoing coaching and mentoring of consultants including regular progress meetings.

Appraise performance of staff; give suggestions, reward or award corrective action and offer proposals on dismissal of personnel where applicable.

Generate action plans to enhance performance and productivity of underperforming personnel.

Recommend hiring additional staff and make required resources available to accomplishing target objectives and goals.

Successfully empower and manage the national sales center in achieving the new business target, including training on how to attain business sales objectives.

Ensure that schemes run profitably by adhering strictly to the underwriting criteria.

Leads team initiatives and any new divisional or branch strategies.

Keeps up with market trends within the insurance industry and is aware of competitors’ products/ offerings.

Works with PPS employees to ensure high quality, efficient and compliant delivery of all client servicing administrative/transactional activities.

Has close working relationships with the client management and bid management teams and brings them into the relationship at the appropriate time.

High level of technical knowledge in order to be able to articulate solutions to clients.

**Minimum Requirements**:
**Qualifications**

Grade 12 (matric)

Preferably have a relevant bachelor’s degree

Registration as a representative with the FSCA in terms of the FAIS Act.

**Knowledge**

Computer literacy with advanced experience in MS Word and Excel

A well-developed working knowledge of relevant product offerings in the short-term insurance industry

Individual with knowledge of the principles and practices within a technical/ professional discipline.

Know-how in respect of compliance and quality control in the insurance environment

Quality Control/Assurance knowledge

Has a broad knowledge of Aon generally and a deeper knowledge within the sector/territory.

**Skills and Attributes**

Well-developed written and verbal communication skills.

Good interpersonal skills.

Good meeting facilitation and management skills.

Well-developed team management and team functioning skills

Possesses advanced analytical, technical and problem-solving skills and abilities.

**Experience**

Have a minimum of 5 to 8 years’ experience with personal lines insurance.

Have at least 5 years of sales experience in the short-term insurance industry.

Have management experience in the short-term insurance industry.

Sales centre management experience would be an advantage.

A proven track record of reaching sales targets.

**FAIS Compliance**:
Comply with the applicable Fit and Proper provisions as set out in the Board Notice 106 of 2008 issued by the Financial Services Conduct Authority governing Financial Advisory and Intermediary services Act, 2002 - Determination of Fit and Proper requirements for Financial Service Providers, 2008.

Have knowledge and understanding of the applicable provisions set out in the General Code of Conduct for Authorized Financial Services Providers and Representatives (as governed by the Financial Services Board, Board Notice 80 of 2003).

Have knowledge and understanding of the applicable provisions set o