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South Africa

Manager :Retentions

Company Telesure Investment Holdings
Reference # Budget/14/2021
Published 15/12/2021
Contract Type Permanent
Location Mount Edgecombe, KwaZulu-Natal, 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 Call Centre,Management
Industries Insurance
Specification
Leadership and Direction
Collaborate, create and communicate the tactical plan and actions needed to execute the function's strategy and business plan within the team. Ensure there is buy-in from the team and explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Customer Service
Manage a medium-sized retention's function, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards. Manage within the team, the effective and efficient customer queries and complaints. Review the customer retention's process and metrics. Ensure customer are treated according to the TCF principles; between
managers, reps and customers.

Operations Management
Oversee an operational area and manage a retentions function in line with targets, company goals, objectives, policies and procedures. Improve customer retention. Responsible for 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. Ensure they operate at optimal gearing requirements.

Performance Management
Manage, drive and report on performance within the department or area of responsibility. Set appropriate KPI's that are aligned to business objectives for direct reports and hold them accountable for achieving these. Take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Organizational Capability Building
Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.

Stakeholder Engagement
Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Insights and Reporting
Prepare and coordinate the completion of various day to day reporting and monthly reporting. Identifying and interpreting patterns and trends, and translating those insights into actionable recommendations and by implementing solutions.

Improvement / Innovation
Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.

Operational Compliance
Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct. Ensure compliance with all necessary fit and proper requirements.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in depth understanding of technology, external regulation, and industry best practices through ongoing
education, attending conferences, and reading specialist media.

Customer Relationship Management (CRM) Data
Ensure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.

Budgeting & Costing
Track budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.

Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to achieve planned commitments. Approve or liaise with different areas in the business to acquire and use different resources as needed. Ensure adequate work allocation to the correct resource skill in order to achieve client satisfaction.





Requirements
General Education
Relevant 3 year degree or diploma in relevant field (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)

General Experience
6 - 8 years sales and/or retentions experience within a call centre environment (Essential); Experience in Financial Services Industry (Advantageous); Experience with Avaya related system (Advantageous)

Managerial Experience
4 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential).

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 14/01/2022
   
   
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Last Updated: 30-6-2021 [21.06.02.21]
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