Career Opportunity
The Operations Business Support department has a position available for a Team manager: Book Transfer who will be based in Hill on Empire.
What will you do?
In this position the successful candidate will manage a team of insurance consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution. The Team Manager: Book Transfer also acts like a project manager in the onboarding of the bulk policies onto Santam’s Insurance Platform. Which includes timeline negotiations with the intermediaries and ensuring Relationship Manager & Regional Managers due diligence.
What will make you successful in this role?
Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps and/or through written correspondence Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times Improve customer satisfaction, experience and insight Manage own development to increase own competencies Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions Ensuring achievement of objectives through internal processes. Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and delivery targets
Qualification and ExperienceCompleted Matric (Grade 12) 3-5 year's experience in short-term insurance People management experience Relevant Insurance related Qualification NQF5
Knowledge and Skills
Drive service targets Coaching, quality and compliance Reporting and communication Management of employees
Personal Attributes
Directs work Decision quality Interpersonal savvy Plans and aligns
APPLICATION INFORMATION
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Note: Only shortlisted candidates are contacted.
