Team Lead: Sales Kzn - Durban, South Africa - Telesure Investment Holdings

Telesure Investment Holdings

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

ABOUT THE COMPANY
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa's leading financial long
- and short-term insurance providers. Our portfolio includes South Africa's most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund, and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We're pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We're an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

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

RESPONSIBILITIES

Operations Management
Supervise others working within established operational systems.

Leadership and Direction

Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.

Performance Management
Respond to personal objectives and use performance management systems to improve personal performance.

OR monitor 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.

Organizational Capability Building
Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities.

Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfil personal potential.

Insights and Reporting
Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Customer Service

Act as first-line supervisor of a team providing operational support and play a key role in helping to achieve targets in areas such as productivity or turnaround times.

Ensure effective customer relationships and maintain customer satisfaction at all times.

Operational Compliance

Identify, 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.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.

Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Customer Relationship Management (CRM) Data

Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities OR ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.

Improvement / Innovation
Identify shortcomings in existing processes, systems, and procedures, and use established change management programs to address them.

BEHAVIORAL COMPETENCIES

Customer focus
Builds strong customer relationships and delivers customer-centric solutions.

For example, uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.

Ensures accountability
Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.

Directs work
Provides direction, delegating, and removing obstacles to get work done. For example, delegates considerable responsibility to staff with clear expectations and targeted guidance, removing obstacles. Fosters highly efficient teams; tracks team performance with appropriate metrics and provides feedback.