Long Term Insurance Team Leader

NedBank; Randburg; On-site; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player in financial services is seeking a dynamic Call Centre Manager to lead a team of agents in delivering exceptional service. This role involves managing performance, fostering client relationships, and driving a culture of excellence within the team. You will play a crucial role in achieving transformation goals and optimizing business processes. If you are passionate about leadership and have a knack for motivating teams to succeed, this opportunity could be your next career move. Join a company that values doing good and making a positive impact in the community.

Qualifications

• Strong leadership skills to manage and motivate call centre agents.
• Experience in client relationship management and performance monitoring.

Responsibilities

• Manage call centre agents to meet performance and service level agreements.
• Foster a client service culture and support corporate responsibility initiatives.
• Monitor and manage team performance to achieve operational excellence.

Skills

Leadership

Client Relationship Management

Performance Management

Team Engagement

Coaching and Mentoring

Operational Excellence

Education

Matric / Grade 12 / National Senior Certificate

Regulatory Examination 5 Qualification

Job description

Nedbank Wealth Cluster | Nedbank Insurance Division

Employment Equity Statement: Preference will be given to individuals from underrepresented group.

Job Family

Sales And Services

Call Centre (Service)

Manage Others

FAIS Affected

FAIS Affected - Yes

Job Purpose

To manage and lead call centre agents to enable them to achieve their deliverables in line with Nedbank strategy.

Job Responsibilities

1. Ensure that call centre agents are meeting the requirements and service level agreements of the stakeholders and clients by measuring quality and productivity.
2. Maintain relationships with clients and stakeholders by living the Nedbank values.
3. Ensure transformational targets are met for own team through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list.
4. Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
5. Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
6. Create a client service culture through various required interventions.
7. Support and encourage staff to participate and support corporate responsibility initiatives.
8. Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
9. Encourage team to generate innovative ideas and share knowledge.
10. Follow-up on work activities that result from the calls to ensure business processes are followed; resource plans are in place; work is allocated and client requirements are met.
11. Listen to calls to ensure that call centre agents comply with business rules and processes in compliance with legislation.
12. Manage all queues to ensure that service level agreements are met and client expectations are managed effectively.
13. Resolve issues by making decisions within mandate that meet business requirements and client needs.
14. Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents; providing feedback and identifying and implementing corrective action.
15. Listen to calls to ensure that a quality conversation is conducted by call centre agents to maximise productivity and minimise losses.
16. Adhere to budget by managing and minimising day to day costs e.g. overtime, stationery, telephone.
17. Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and taking appropriate corrective action where required.
18. Mentor and coach staff on identified performance gaps by discussing these performance gaps and agreeing on appropriate action to be taken.
19. Motivate staff to perform and contribute to the success of the business by creating an environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
20. Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
21. Contribute to team effectiveness by following the recruitment process when recruiting talent.
22. Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes.
23. Manage the onboarding process of new employees by ensuring execution of preparations according to the onboarding checklist.

People Specification

1. Matric / Grade 12 / National Senior Certificate
2. Regulatory Examination 5 Qualification

Essential Certifications

About the company

At Nedbank, we see ourselves as money experts who do good. And by doing good, we strive to be the difference that impacts our world for the better.