Team Lead: Insurance Sales A&G (Night Shift)
Telesure
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.
Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
Performance Management
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Customer Management (External)
Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
Operational Compliance
Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Leadership and Direction
Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
Capability Building
Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
Insights and Reporting
Extract and combine data to generate standard reports.
Identify gaps and suggest improvements to achieve targets and goals.
Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
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. Gain or
maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.
BEHAVIORAL COMPETENCIES *Being Resilient**
Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations.
Puts people's failures in perspective and helps them move forward.
Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.
*Ensures Accountability**
Holds self and others accountable to meet commitments. For example,measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.
*Drives Results**
Consistently achieves results, even under tough circumstances. For example, emphasises the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.
Directs Work
Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff.
Coordinates and integrates the team's work, reducing duplication.
Measures team progress using the right indicators; recognises when problems or shortfalls occur.
*Communicates Effectively**
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example,
disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments.
Creates rich documents and reports.
*Customer Focus**
Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can
enable the organisation to better meet customers' future needs.
Frequently adjusts approach to ensure customer needs are met and to improve service.
Persuades
Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of
persuasion, including well-reasoned rationale. Recognises when compromise is necessary and shifts approach to accommodate others.
*Interpersonal Savvy**
Relates openly and comfortably with diverse groups of people. For example, recognises even subtle social cues and nimbly responds to others' needs and
preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.
Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, enlists a range of stakeholders to add value; ensures
they are well informed and surprises are avoided. Confronts and challenges "us vs. them"; shows strong appreciation for others' efforts toward shared goals.
*Decision Quality**
Makes good and timely decisions that keep the organisation moving forward. For example, consistently demonstrates strong judgment; may be sought out by
others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical
data and focuses analysis there; recognises even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.
Self-Development**
Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, creates a development plan that
states clear goals and the tactics to achieve them. Gathers information on where to focus. Makes efforts to apply new skills on the job.
Action Oriented**
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or
difficult issues. Identifies and pursues new opportunities that benefit the organisation.
Plans and Aligns**
Plans and prioritises work to meet commitments aligned with organisational goals. For example, outlines clear plans that put actions in a logical sequence;
conveys some time frames. Aligns own work with relevant workgroups.
Takes some steps to reduce bottlenecks and speed up the work.
Business Insight**
Applies knowledge of business and the marketplace to advance the organisation's goals. For example, clearly understands how own activities relate
to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.
Manages Conflict**
Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps
to ensure conflict remains constructive; avoids polarised or unilateral decisions; seeks agreement on critical issues.
Instills Trust**
Gains the confidence and trust of others through honesty, integrity, and
authenticity. For example, demonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments
despite competing priorities and by being honest and straightforward.
Builds Networks**
Effectively builds formal and informal relationship networks inside and outside the organisation. For example, draws upon own network to gain insight, build
support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge.
Demonstrates Self-Awareness**
Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. For example, seeks balanced feedback
from others and is receptive to both positive and constructive views; applies insights from feedback. Knows own strengths and limits and how own style impacts others.
SKILLS Direct Sales
Provide guidance when required to maximise the volume and value of direct sales.
Learning and Talent Development
Proactive development of employees. Identify and motivate employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organisation reach its goals.
Customer Service Delivery
Use comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.
Verbal and written Communication
Apply comprehensive knowledge while providing guidance and training to others to use clear and effective verbal and written communication skills to express ideas, request actions and formulate plans or policies. Proficient in any of the South African languages, in addition to English.
Action Planning and Work Scheduling
Provide guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.
Compliance
Provide guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.
Operational Compliance:
Identify and report potential risks or inadequate controls related to compliance or operational risks
Champion a culture of risk and compliance across the division
Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.
Policy and procedures
Provide guidance when required to monitor, interpret and understand policies and procedures, while making sure they match objectives.
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. AS 400., Apollo., IEX., Datanet/POM Dialer., Nice., Proficient in MS Office.
Customer and Market Analysis
Conduct research and analyses data in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.
Knowledge of competitors.
Reporting
Create relevant, lucid and effective reports.
TOOLS Telephone system
Avaya
Job Purpose
Responsibilities
Operations ManagementProvide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
Performance Management
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Customer Management (External)
Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
Operational Compliance
Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Leadership and Direction
Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
Capability Building
Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
Insights and Reporting
Extract and combine data to generate standard reports.
Identify gaps and suggest improvements to achieve targets and goals.
Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
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. Gain or
maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.
BEHAVIORAL COMPETENCIES *Being Resilient**
Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations.
Puts people's failures in perspective and helps them move forward.
Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.
*Ensures Accountability**
Holds self and others accountable to meet commitments. For example,measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.
*Drives Results**
Consistently achieves results, even under tough circumstances. For example, emphasises the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.
Directs Work
Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff.
Coordinates and integrates the team's work, reducing duplication.
Measures team progress using the right indicators; recognises when problems or shortfalls occur.
*Communicates Effectively**
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example,
disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments.
Creates rich documents and reports.
*Customer Focus**
Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can
enable the organisation to better meet customers' future needs.
Frequently adjusts approach to ensure customer needs are met and to improve service.
Persuades
Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of
persuasion, including well-reasoned rationale. Recognises when compromise is necessary and shifts approach to accommodate others.
*Interpersonal Savvy**
Relates openly and comfortably with diverse groups of people. For example, recognises even subtle social cues and nimbly responds to others' needs and
preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.
Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, enlists a range of stakeholders to add value; ensures
they are well informed and surprises are avoided. Confronts and challenges "us vs. them"; shows strong appreciation for others' efforts toward shared goals.
*Decision Quality**
Makes good and timely decisions that keep the organisation moving forward. For example, consistently demonstrates strong judgment; may be sought out by
others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical
data and focuses analysis there; recognises even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.
Self-Development**
Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, creates a development plan that
states clear goals and the tactics to achieve them. Gathers information on where to focus. Makes efforts to apply new skills on the job.
Action Oriented**
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or
difficult issues. Identifies and pursues new opportunities that benefit the organisation.
Plans and Aligns**
Plans and prioritises work to meet commitments aligned with organisational goals. For example, outlines clear plans that put actions in a logical sequence;
conveys some time frames. Aligns own work with relevant workgroups.
Takes some steps to reduce bottlenecks and speed up the work.
Business Insight**
Applies knowledge of business and the marketplace to advance the organisation's goals. For example, clearly understands how own activities relate
to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.
Manages Conflict**
Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps
to ensure conflict remains constructive; avoids polarised or unilateral decisions; seeks agreement on critical issues.
Instills Trust**
Gains the confidence and trust of others through honesty, integrity, and
authenticity. For example, demonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments
despite competing priorities and by being honest and straightforward.
Builds Networks**
Effectively builds formal and informal relationship networks inside and outside the organisation. For example, draws upon own network to gain insight, build
support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge.
Demonstrates Self-Awareness**
Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. For example, seeks balanced feedback
from others and is receptive to both positive and constructive views; applies insights from feedback. Knows own strengths and limits and how own style impacts others.
SKILLS Direct Sales
Provide guidance when required to maximise the volume and value of direct sales.
Learning and Talent Development
Proactive development of employees. Identify and motivate employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organisation reach its goals.
Customer Service Delivery
Use comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.
Verbal and written Communication
Apply comprehensive knowledge while providing guidance and training to others to use clear and effective verbal and written communication skills to express ideas, request actions and formulate plans or policies. Proficient in any of the South African languages, in addition to English.
Action Planning and Work Scheduling
Provide guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.
Compliance
Provide guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.
Operational Compliance:
Identify and report potential risks or inadequate controls related to compliance or operational risks
Champion a culture of risk and compliance across the division
Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.
Policy and procedures
Provide guidance when required to monitor, interpret and understand policies and procedures, while making sure they match objectives.
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. AS 400., Apollo., IEX., Datanet/POM Dialer., Nice., Proficient in MS Office.
Customer and Market Analysis
Conduct research and analyses data in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.
Knowledge of competitors.
Reporting
Create relevant, lucid and effective reports.
TOOLS Telephone system
Avaya
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)Experience
5 or more years' sales experience (Essential); Experience in Financial Services Industry (Advantageous). 3 or more years' sales experience in a leadership role (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.
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