Team Lead : Retentions

Telesure Investment Holdings (Pty) Ltd.; Johannesburg; On-site; ZAR 50 000 - 70 000; Full time

Job summary

A leading investment firm is seeking a Team Lead for Retentions to support a high-performing team in Johannesburg. The ideal candidate will have a strong focus on customer management, coaching, and team performance as well as a solid understanding of products and market dynamics. Responsibilities include operational support, performance management, and ensuring compliance with regulations. Candidates should have a Matric or equivalent and relevant experience in a supervisory role. This position offers an opportunity to lead and motivate a dedicated team.

Qualifications

• Solid knowledge of products and market dynamics.
• Experience in managing teams and performance objectives.
• Ability to coach and develop other team members.

Responsibilities

• Provide operational support and act as a first-line supervisor.
• Manage team performance and set performance objectives.
• Handle customer queries and ensure satisfactory resolutions.
• Ensure compliance with policies and regulations.
• Motivate team members to achieve business goals.
• Monitor CRM system use and resolve standard issues.

Skills

Customer Management

Performance Management

Leadership

Coaching

Operational Compliance

Education

Matric / Grade 12 or SAQA Accredited Equivalent

Regulatory Exam 5

Job description

Team Lead: Retentions

Location: Gauteng, Johannesburg

Job Purpose

Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant.

Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

Responsibilities

• Operations Management: Provide operational support services and sometimes act as first-line supervisor of a transactional operations area.
• Involves using existing systems and protocols.
• Performance Management: Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance.
• Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
• Customer Management (External): Help manage clients by carrying out standard activities and providing support to others.
• Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
• Operational Compliance: Identify, within the team, instances of non-compliance with the organisation's policies and procedures and / or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
• Leadership and Direction: Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
• Capability Building: Use the organisation's formal development framework to identify the team's individual development needs.
• Plan and implement actions to build their capabilities.
• Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.
• Customer Relationship Management (CRM) Data: Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
• Insights and Reporting: Extract and combine data to generate standard reports; identify gaps and suggest improvements to achieve targets and goals.
• Work Scheduling and Allocation: Develop short- or medium-term work schedules in order to achieve planned commitments.
• Approve overtime or use additional resources as needed.
• Personal Capability Building: Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.
• Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
• Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Qualifications

• Education: Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)
• Experience: Our Work Experience is the combination of everything that's unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it's our people.

Company Culture

Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in our area.