Senior Sales Team Leader (JHB)

Sanlam Limited; Johannesburg; On-site; ZAR 420 000 - 550 000; Full time

Job summary

A leading insurance company in South Africa is seeking a customer service manager to lead a high-performing team delivering exceptional service. The ideal candidate will have 5-7 years of people management experience and a strong background in the operational insurance environment. This role involves coaching, motivating, and ensuring compliance within a dynamic team, maintaining high customer satisfaction and performance standards.

Qualifications

• 5 – 7 years’ people management experience.
• 5 – 7 years’ experience in an operational environment (preferably within the short-term insurance industry).

Responsibilities

• Builds and maintains a high performing team.
• Facilitates the sharing of best practice.
• Inspires and leads customer-facing agents.
• Manages people-related matters in the team.
• Improves performance by addressing development areas.
• Delivers exceptional customer service.

Skills

Drive Sales targets

Coaching and Motivating Team

Quality Auditing

Managing Compliance

Reporting and communication

Management of employees

Building High Performance Teams

Education

Completed Matric (Grade 12 or equivalent)

NQF Level 4 in short-term Insurance related qualification

FAIS compliance with credits in personal lines or commercial

Job description

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 underwriting and profitability 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 service targets.

Qualification and Experience

• Completed Matric (Grade 12 or equivalent)
• 5 – 7 years’ people management experience
• 5 – 7 years’ experience in an operational environment (preferably within the short-term insurance industry)
• NQF Level 4 in short-term Insurance related qualification
• FAIS compliance with credits in personal lines or commercial

Knowledge and Skills

• Drive Sales targets
• Coaching and Motivating Team
• Quality Auditing
• Managing Compliance
• Reporting and communication
• Management of employees
• Building High Performance Teams

Personal Attributes

• Directs work.
• Decision quality
• Interpersonal savvy
• Organized and Plans Effectively
• Resilience
• Pays attention to detail.

Who are we

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.