Manager: BI Sales

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Manage a team's performance outputs within the sales department. Meet the metrics that has been set out by business. Manage the tactical strategy and execution within the inbound and outbound sales unit.

Responsibilities

Leadership and Direction
Collaborate, create and communicate the tactical plan and actions needed to execute the function's strategy and business plan within the team. Ensure there is buy-in from the team and explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Customer Service
Manage a medium-sized sales function, with guidance from senior colleagues.This will include solving complex issues in order to meet customer service standards. Manage within the team, the effective and efficient customer queries and complaints. Review the customer retention's process and metrics. Ensure customer are treated according to the TCF principles; between managers, reps and customers.

Operations Management
Oversee an operational area and manage a sales function in line with targets, company goals, objectives, policies and procedures. Improve customer sales. Responsible for aspects of staff resourcing, succession planning, management and development, ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Ensure they operate at optimal gearing requirements.

Performance Management
Manage, drive and report on performance within the department or area of responsibility. Set appropriate KPI's that are aligned to business objectives for direct reports and hold them accountable for achieving these.Take appropriate corrective action where necessary to ensure the achievement
of annual business objectives.

Organizational Capability Building
Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.

Stakeholder Engagement
Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Insights and Reporting
Prepare and coordinate the completion of various day to day reporting and monthly reporting. Identifying and interpreting patterns and trends, and translating those insights into actionable recommendations and by implementing solutions.

Improvement / Innovation
Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program.Involves working with guidance from senior colleagues.

Operational Compliance
Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.
Ensure compliance with all necessary fit and proper requirements.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in depth understanding of technology, external regulation, and industry best practices through ongoing
education, attending conferences, and reading specialist media.

Customer Relationship Management (CRM) Data
Ensure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.

Budgeting & Costing
Track budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.

Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to achieve planned commitments. Approve or liaise with different areas in the business to acquire and use different resources as needed. Ensure adequate work allocation to the correct resource skill in order to achieve client satisfaction.

TECHNICAL COMPETENCIES Customer Service Delivery
Use comprehensive knowledge and skill and guide and train others on meeting high customer service standards.

Compliance
Use comprehensive knowledge and skills and guide and train others on achieving full compliance with applicable rules and regulations in management and/or operations.

Verbal and Written Communication
Apply comprehensive knowledge and guide and train others on using clear andeffective verbal and written communications skills to express ideas, requestactions and formulate plans or policies.

Planning and Organizing
Use comprehensive knowledge and skills and guide and train others to plan,organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning
Use comprehensive knowledge and skills and guide and train others to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Presentation skills
Use comprehensive knowledge and skills to communicate with other people and guide and train others to speak in a clear, concise and compelling manner.

Learning and Talent Development
Provide technical guidance when required to motivate all employees to learn,grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.

Review and Reporting
Provide technical guidance when required to review and create relevant, lucid and effective reports.
Reports for improvement initiatives.

Data Collection and analysis
Provide technical guidance when required to analyze data trends for use in reports to help guide decision making.
Data Management
Provide technical guidance when required to acquire, organize, protect and process data to fulfill business objectives.

Policy and procedures
Provide technical guidance when required to monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

Negotiation
Negotiate and provide technical guidance when required on how to help the organization by obtaining consensus between two or more internal parties who may have different interests.

Computer and System skills
Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.

Education

Relevant 3 year degree or diploma in relevant field (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)

Experience

6 - 8 years sales and/or retentions experience within a call centre environment (Essential); Experience in Financial Services Industry (Advantageous); Experience with Avaya related system (Advantageous). 4 or more years experience of planning and managing
resources to deliver predetermined objectives as specified
by more senior managers (Essential)Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.

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