ESure Team Leader

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 201,000 - 312,000; Full time

Job summary

The Huntswood Group is seeking a Team Leader to guide and develop a high-performing advisory team in Durban. You will drive KPI achievement, manage resourcing, and address HR matters in line with policy while fostering a positive, collaborative culture.

You will coach advisors, conduct regular performance conversations, and ensure timely reporting and continuous skills development. Experience in international BPO environments and UK insurance is valued.

Qualifications

• 2+ years experience as a Team Leader.
• Experience in an International BPO is preferred.
• Experience in UK Insurance is advantageous.

Responsibilities

• Manage team KPIs and performance.
• Handle leave/absence planning and resourcing.
• Address HR matters per policy and protocols.
• Maintain team motivation and engagement.
• Plan and implement rewards and incentives.
• Coach advisors and provide ongoing feedback.
• Conduct regular 1-on-1s and identify talent.
• Complete all reports as required.

Skills

Leadership

Communication

Planning

Analytical

Conflict resolution

Coaching

Team motivation

Performance management

Meeting facilitation

Time management

Education

Senior Certificate (Grade 12)

Job description

Job Description :

We are looking for a Team Leader with the right talent and skills to lead our teams.

Job Description

We are looking for a Team Leader with the right talent and skills to lead our teams.

Job Responsibilities

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalated for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Job Requirements

• National senior certificate-Grade 12
• Minimum 2 years’ experience as a Team Leader
• Minimum 2 years working in an International BPO
• Previous work experience in UK Insurance
• Proven track record in meeting operational targets

Skills Required

• Understanding of Business processes & policies
• Planning
• Leadership
• Analytical
• Conflict resolution
• Strong communication
• Listens to understand
• Run effective meetings
• Goal/ Target Orientated
• Self -managed
• Coaching
• Developmental
• Provides learning opportunities in everyday work.
• Motivate team to achieve personal and professional goals.
• Able to manage time well
• Structured approach
• Report Feedback
• Relationship Building

Core Behavior

Huntswood’s employees are described as dependable, driven and collaborative.

The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It\'s not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.