Sales Team Manager

Found in: Talent ZA C2 - 2 weeks ago

Johannesburg, South Africa Sanlam Full time

Who we are

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. 

What will you do

Santam Operations, Commercial Portfolio Management (CPM), have an opportunity available for a Sales Team Manager who will be based in Parktown. The Team Manager will manage a team of commercial Insurance consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.

What will make you successful in this role

Builds and maintains a high performing team which consistently delivers a “Wow” customer experience interms of care, professionalism, knowledge and contact resolution Facilitates the sharing of best practice across teams to enable the delivery of high performance and theenhancement of the customer experience Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry Manages people related matters i.e. attendance, absence and attrition within the team to ensure servicelevel contributions are met/exceeded Manages and improves performance by focusing on strengths in staff performance as well as developmentareas to identify causes and issues and to work on addressing gaps and/or through written correspondence Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times Improve customer satisfaction, experience and insight Manage own development to increase own competencies Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions Ensuring achievement of underwriting and profitability objectives through internal processes. Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets. 

Qualifications

Completed Matric (Grade 12) 2-3 years’ people management experience 2-3 years’ experience in an operational environment (preferably within the short-term insurance industry) A relevant short-term insurance related qualification FAIS compliance (NQF Level 4) – with credits in commercial lines 

Knowledge and Skill

Drive leads and service targets Coaching, quality and compliance Reporting and communication Management of employees

What will you do?

Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Very knowledgeable on all aspects of the products, processes and systems. Mentors team and gives constant real-time support in terms of query resolution.

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