Job Description
To lead, manage and guide a team of Life, Short - term, Health Conservations and Servicing consultants to reach required targets
Identifying and implementing sales and retentions opportunities
Dealing with elevated queries/problems. (email, telephonic and system driven queries).
Co-ordination of own administration
Maintaining accurate details and statistics of all queries (email, telephonic and discovery system driven queries)
Identifying and implementing process improvements
Implementing compliance policies and procedures
Daily / weekly / monthly reporting
To facilitate any necessary course of action to achieve the conservation of business
Key Purpose
To lead, manage and guide a team of Life, Short - term, Health Conservations and Servicing consultants to reach required targets. To facilitate any necessary course of action to achieve the conservation of business
Key Outputs
The successful candidate will be expected, but not limited to perform the following key outputs:
Leading and managing a team of 12 - 14 Conservations and Servicing consultants
Performance Management including the setting of KPIs and the measurement thereof
Coaching and developing the team and identifying talent
Inspire, motivate and support team
Drive staff to achieve required targets and maintain / improve set SLAs'
Conduct QAs' on agents calls/ queries and identify areas of improvement and implement accordingly
Ability to work independently and efficiently
Ability to multi-task and meet allocated daily / weekly / monthly deadlines
Dealing with elevated queries/problems. (email, telephonic and system driven queries)
Implement processes and design Standard Operating Procedures
Identify and implement process improvements
Compile and distribute daily / weekly / monthly reports in the format required by management
Ensuring continual communication between management and staff and all other stakeholders
Relationship building with all internal and external stakeholders to achieve objectives
Adhere to and enforce internal policies (Discovery Group policies & Legislative policies)
Assisting with interviews & Role plays
Availability to work overtime from time to time, which may include weekends
Personal attributes and skills
Excellent verbal and numeric communication skills
Quality driven
People-focused
Attention to detail
Strong Interpersonal Skills
Strong Leadership skills
Problem solving skills
Decision making skills
Stress tolerance
Creative and innovative
Excellent time management skills and ability to prioritise time to meet deadlines
Organizational awareness
Detail and process orientated
Self-motivated & optimistic
Customer centric
Solution orientated
Ability to work independently and efficiently
Team player
Ability to work within a team and drive team culture
Qualification & Experience
Grade 12 - essential
3 years Conservations/Retentions Team Leader experience - essential
Proficient in English - essential (writing, reading, speaking)
Bi-lingual - advantage (writing, reading, speaking)
Computer literate - MS Office, especially Excel (Intermediate Level) - essential
Regulatory Exam and FAIS credits required
NQF 5 credits / Wealth Management - essential
Completion of the various Classes of Business
Bachelors degree will be advantageous