Team Leader

**ROLE SUMMARY**

The Team Leader is required to oversee the Insurance and Direct Sales team. The individual will manage the day-to-day operations and takes responsibility for the ongoing support of the operations to ensure sustained and profitable growth throughout the contractual lifecycle..

The incumbent will be responsible for managing a team of agents’ delivery on targets and identifying areas of improvement within the daily operations to improve efficiencies. It will also be expected that the incumbent coordinates all the sales strategies and operations, improving systems and processes. They will be held accountable for all the overall performance of the insurance sales department. In addition, they must ensure ongoing optimization of staff performance, workflows, workforce planning, and employee engagement.

The Team Leader is to implement the direct sales strategy to maximize penetration and retention through the direct promotion and sale of vehicle finance, insurance and value-added products including the new / used vehicles online. Effectively manage direct financial or insurance engagement and related activities ensuring high levels of customer satisfaction in compliance to the Company’s Culture Statement, Integrity & Anti-Bribery Codes, Conflicts of Interest Policy and S.H.E. requirements and to perform delegated S.H.E. tasks and duties.

**QUALIFICATIONS**
- **Minimum**: Grade 12 or equivalent NQF level 4
- **Preferred**: Customer Service or Call Centre Qualification
- **Advantageous**: Qualification in Finance or related field
- **Advantageous**: Class of business in personal lines certificate
- **Advantageous**:Class of business in commercial lines certificate
- RE5 certificate
- FAIS qualifications and credits
- CPD points and certificates for previous cycle
- Class of business in personal lines certificate
- Class of business in commercial lines certificate
- NCA Accredited
- **Registered active representative**

**EXPERIENCE**
- 3-5 years experience in Sales and Marketing within a Manufacturer sales / Financial services / Fleet Management / Banking / Insurance environment.
- 6 months experience in short term personal lines sales
- 12 months commercial lines experience (Advantageous)
- 4 years of work experience in a supervisory role
- Wholesales / retail experience within the Automotive industry (Advantageous)

**RESPONSIBILITIES**
- Manage active retentions of finance and insurance products via direct customer engagement through the existing digital portals and pre-maturity call lists/Odyssey.
- Ensure to always meet all deadlines set.
- Ensure that the Quality Management recommendations are implemented.
- Ensure that sufficient staff are on duty and arrange for additional staff, as and when required.
- Test all phones and systems to ensure it works properly before and after shifts.
- Escalate any problems to Management or the IT department to resolve.
- Attending meetings when and where necessary.
- Continuously monitor that the appropriate assistance is being rendered timeously.
- Provide support to agents, product information, and problem-solving support when required.
- Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure all KPI’s are adhered to.
- Solving staff and client queries.
- Summarize all complaints and send them to the Complaints Agent to provide formal feedback to the client.
- Responsible for all reporting and compliance.
- Ensure continuity of service delivery by answering all incoming and internally transferred calls timeously and professionally.
- Analyze the nature of assistance requested or further action required.
- Explain the benefits and limits applicable.
- Immediately act upon any omissions or service failures identified during the case management.
- Manage client expectations by communicating the workflow effectively.
- Create an environment that fosters team work and cooperation among team members.

**COMPETENCIES**
- **Documenting Facts**: Communicates well in writing, readily understands the logic behind an argument, and will ensure that all the relevant facts are taken into consideration.
- **Empowering Individuals**: Empowering others by motivating, inspiring, and encouraging them.
- **Resolving Conflict**: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments.
- **Providing Insights**: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
- **Understanding People**: Good at listening and understanding how others are feeling and why people behave as they do. Is attentive and understands what motivates others.
- **Articulating Information**: Presentation oriented, good at explaining things, and confident when meeting new people.
- **Showing Composure**: Remains calm and does not get anxious before or during important events. Works well under pressure.
- **Making Decisions