Job Description

JOB PURPOSEManage a team's performance outputs within the retentions department.RESPONSIBILITIESOperations ManagementSupervise others working within established operational systems. Oversee and manage a retention team in line with targets, company goals, objectives, policies and procedures.
Maximize customer retention. 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.Customer ServiceAct as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or
turnaround times. Deal with most complex and valuable issues.Performance ManagementMonitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal. Respond to personal objectives and use performance management systems to improve personal performance.Operational ComplianceIdentify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct,
reporting these and escalating issues as appropriate. Ensure compliance with all necessary fit and proper requirements.Leadership and DirectionExplain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business planand the organization's strategy, mission and vision; motivate people to achieve local business goals.Client & Customer ManagementHelp senior colleagues manage client and customer relationships by using relevant sales or client systems. Build, maintain and manage effective relationships with all internal and external
stakeholders.Insights and ReportingEnsure accurate Management Information including analysis on trends; day to day reporting; and monthly reporting.Organizational Capability BuildingPlan and implement actions to build the team's capabilities. Provide training, coaching, guidance and counselling to others in own area to enable them toimprove performance and fulfill personal potential.TECHNICAL COMPETENCIESPlanning and OrganizingWorks without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.Customer Service DeliveryWorks without supervision while providing technical guidance as needed on meeting high customer service standards.Action PlanningWorks without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on
recommendations and requirements.Verbal CommunicationApplies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.Policy and proceduresWorks without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.Review and ReportingWorks without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.Data Collection and analysisWorks without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.Learning and Talent DevelopmentWorks without supervision and provides technical guidance when required on motivating 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.Customer System OperationWorks without supervision and provides technical guidance when required on understanding and effectively operating all customer management systems.ComplianceWorks without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.EDUCATIONGeneral Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Regulatory Examination (Essential)
• FAIS recognized qualification (Essential)
• Class of Business Certification (Essential)
• NQF level 6 (Advantageous)
• Wealth Management Qualification (Advantageous)

EXPERIENCEGeneral Experience

• 3 - 6 years customer service and/or sales and/or retentions experience within a call centre environment. (Essential)
• 3 years work experience in a Long term Insurance environment. (Advantageous)

Managerial Experience

• 3 - 6 years people management experience.

ADDITIONAL INFORMATION*SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the
equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our
representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or
confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

Telesure Investment Holdings