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

To ensure individual contributors are performing against targets, while reviewing
their performance and coaching them to do so to assist in achieving the required
sales and operational results. Ensure inbound and outbound policy sales, based
on contacts and campaigns. Need a solid knowledge of products, their
characteristics, and market as well as focus on growth of the brand.

Responsibilities

Operations Management

Supervise others working within established operational systems.
Customer Management
Manage relationships with clients and act as first point of contact for customer
queries and complaints and resolve these, referring complex issues to others
and ensuring that the customer receives an appropriate response.

Customer Needs Clarification
Ask relevant questions to gather information, to evaluate the customer's level of
interest, and to identify and respond to areas requiring further information or
explanation.

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.

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

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

Leadership and Direction
Explain the local action plan and targets to support team members in their
understanding of what needs to be done and how this relates to the broader
business plan; motivate people to achieve local business goals and targets.

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 in own area of expertise to
enable others to improve performance and fulfill personal potential.

Insights and Reporting
Contribute to the preparation of various ad hoc data and analytics reports.

Personal Capability Building
Keep abreast with current changes in internal policies and procedures, external
regulations which is facilitated by the online training system and tracked by a
formal assessment.
Keep up to date with business products and keep abreast of changes in the
insurance industry, including competitor products.

TECHNICAL COMPETENCIES

Customer Service Delivery
Use comprehensive knowledge and skill and guide and train others to meet high
customer service standards.

Direct Sales
Use comprehensive knowledge and skill and guide and train others to maximize
the volume and value of direct sales.

Verbal and written Communication
Apply comprehensive knowledge and guide and train others to use clear and
effective verbal communication skills to express ideas, request actions and
formulate plans or policies.

Action Planning and Work Scheduling
Provide technical guidance when required to develop appropriate plans or
perform necessary actions based on recommendations and requirements.

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.

Customer and Market Analysis
Conduct research and analyze data while providing technical guidance as
needed in order to develop a comprehensive understanding of customer and
market conditions that enables maximum return on investments.
Knowledge of competitors.; Knowledge of products and brand.

Compliance
Provide technical guidance when required to achieve full compliance with
applicable rules and regulations in management and/or operations.

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

Reporting
Provide technical guidance when required to create relevant, lucid and effective
reports.

Data Management
Provide technical guidance when required to acquire, organize, protect and
process data to fulfill business objectives.

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.

Education

Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); CPD hours (Essential); Class of Business Certificate (Advantageous); Degree and/or diploma in business/marketing (Advantageous) (Required)

Experience

3 or more years call centre sales experience (Essential); Experience in Financial Services Industry (Advantageous). 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (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.