South Africa

Team Lead: Reinstatement (Retentions)

Company Telesure Investment Holdings
Reference # TLR091120
Published 09/11/2020
Contract Type Permanent
Salary Market Related
Location Fourways, Gauteng, South Africa
The Team Lead: Reinstatements contributes to the organisational goals by managing the facilitation of all outbound policy reinstatement matters to minimise the loss of clients.
Job Functions Call Centre,Operations
Industries Financial Services,Insurance
Monitor Lapse Ratios and make recommendations for improvements on both New & Existing Business.
Advise, influence and liaise with actuarial team, WFM team, account managers, team managers on campaign management information, strategy, trends analysis, and best business practise.
Achieve daily, weekly and monthly reinstatement targets.
Assist with ad hoc projects and investigations.
Ensure accurate Management Information: Analysis on trends; daily and monthly reporting.
Utilise Systems to improve quality of saves & reinstatements and sales. (eg. Qlikview Save, Reinstatement, Discount & Collections Model)
Build, maintain and manage relationships with all internal and external
stakeholders effectively.
Ensure collaboration with other departments that have similar goals (Retention teams at 1Life, Personal Lines & VAPS). Share ideas to improve performance
Ensure compliance with all necessary fit and proper requirements.
Maintain high levels of Service to customers (We Hear You, Call Centre Metrics, Compliants & Compliments, OA TAT)
Maximise customer retention.
Manage Administration Costs (Expense Reports)
Responsible for all 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.
Deliver the Telesure Service Way through personal effort and through others.
Deliver on TCF principles in alignment with regulatory requirements
Matric / Grade 12/ SAQA Accredited Equivalent*
Tertiary Qualification* SAQA Accredited Equivalent*
Financial Sector Conduct Authority (FSCA) competency requirements**: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA

2-3 years experience in the customer service/sales/retentions environment
2-3 management experience preferably in an insurance environment
3 years + experience in insurance sales / reinstatement management
Campaign management experience desirable
Job Closing Date 23/11/2020
Share on
Last Updated: 30-7-2020 []
Webserver: SkillsMap (NLBC)