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South Africa

Team Lead: Customer Services ( Digital ) - Australia

Company Telesure Investment Holdings
Reference # TLC.2021.03
Published 31/03/2021
Contract Type Permanent
Salary Market Related
Location Fourways, Gauteng, South Africa
Introduction
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 Functions Management
Industries Insurance
Specification
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 operational results.

RESPONSIBILITIES
Operations Management
Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

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.

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.
Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

Leadership and Direction
Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, 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. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

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.

Customer Management
Help manage customer relationships by using relevant systems.

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

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

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.

Correspondence
Respond to requests and escalated requests using
telephonic conversation or emails (internal and external
stakeholders).

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.
Requirements
General Education
Matric / Grade 12/ SAQA Accredited Equivalent (Essential)

General Experience
3 or more years experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential);
Experience with Avaya related system (Advantageous)

Managerial Experience
1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

ADDITIONAL INFORMATION
SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this
role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Job Closing Date 14/04/2021
   
   
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Last Updated: 4-3-2021 [21.03.01.02]
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