Sales Team Leader

We are an innovative, consumer facing fintech specializing in providing fast loans, affordable insurance products and value-added services to our rapidly growing customer base. We are obsessed with customer experience, innovation and building great tech in our pursuit of delivering on our vision to be our customers' favourite digital financial services provider.

Our team consists of passionate individuals who work in multi-disciplinary teams, where our strength in execution lies in our teamwork. Collectively we have driven significant customer growth and profitability over the past 15 years. We focus on the detail, being hands-on and executing against our plans - a scale-up that thinks and executes like a start-up.

If you are looking for a place where you will have a positive impact on lives, learn more about and contribute to the Fintech industry, and be involved in multiple products, projects, and technologies, then look no further than FinChoice South Africa.

The Role:

Team Leader: Sales (Insurance)

Your leader:
Sales Manager

The Team Leader for Sales is responsible for leading, supporting, motivating, and developing a team of consultants. They ensure achievement of key performance targets, operational efficiencies, and exceptional customer experience aligned with company objectives. Additionally, they resolve customer issues, complaints, and inquiries while maintaining high standards of customer satisfaction.

More about the role:

Ensure that an exceptional customer experience is consistently achieved:

• Achieve performance targets and resolve customer queries efficiently.
• The Team Leader should have the authority and expertise to handle complex or sensitive customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolving the situation to the customer's satisfaction.
• The Team Leader should lead by example, demonstrating exemplary customer service skills in their interactions with both customers and team members.
• The Team Leader should actively promote and reinforce the importance of customer satisfaction and service excellence within their team and across the wider organization.
• Continuously improve customer experience and service delivery.
• The Team Leader should foster a culture of continuous improvement within their team, encouraging feedback, experimentation, and innovation to enhance the overall customer experience.

Operational, quality efficiencies and adherence to service level agreements:

• Drive team efficiency targets and productivity standards.
• Maintain adherence to workflows and identify procedural/system gaps.
• Ensure service level agreements are met.
• Ensure that the departments service level agreements are in place and are achieved.
• Constantly engage with management regarding any challenges identified to mitigate through appropriate measures.

Sales:

• Develop and execute sales strategies to achieve team targets.
• Provide guidance and support to sales consultants for inbound inquiries.
• Monitor sales metrics and provide feedback for performance improvement.
• Analyse sales data to identify trends and opportunities for optimization.
• Foster a positive sales culture and provide coaching and training to enhance sales skills.
• Collaborate with stakeholders to align sales efforts with organizational goals.

People management:

• Develop KPAs and personal development plans for team members.
• Lead, guide, and support agents through coaching and training.
• Foster innovation and staff engagement.
• Participate in motivational activities and workforce planning.
• Performance management in line with BCEA

Reporting:

• Capture required data to ensure all systems are up to date and accurate.
• Manage and track the team's performance hourly, daily, weekly and monthly.
• Provide accurate reports in line with the department's requirements.
• Identify adverse variances and / or negative trends and proactively develop action plans to address this.
• Provide operational feedback to the Management team by identifying trends through data analysis.

Projects:

• Participate in any projects as per the agreed KPA.
• Assist with the implementation and optimization of projects and assignments.

More about you:

Qualifications & Accreditations:

• NQF5 or above
• A relevant tertiary qualification

Experience & Skills:

• Minimum of 3 years' experience leading high performing teams of 10-20 consultants in a fast-paced environment
• Minimum 2 years' experience in funeral sales or loans environment.
• Competent in MS Office packages, particularly MS Word, Excel and Outlook
• Clear credit and criminal record
• Effective communication skills (verbal and written)
• Availability for shifts, weekends, and public holidays.

More about us:

Reciprocity and trust are the foundation of how we work. We believe that each of us shows up every day to do our best work and help one another and our customers. Strong, meaningful relationships underpin our culture and success, and we value authenticity and transparency. We value equity and strive to be fair and balanced. We celebrate our differences and understand how they contribute positively to the team. Our diverse teams

• We offer a flexible working arrangement and hybrid working.
• We support your professional development through coaching, training and bursaries.
• We offer employee wellness and support through our ChoiceCare employee assistance programme
• We love celebrating your milestones with you.