Team Leader - Retentions

Oneplan Underwriting Managers (Pty) Ltd.; Sandton; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dynamic Retentions Team Leader to spearhead a high-performing sales and retention team. This role is pivotal in driving growth and enhancing customer experiences through effective coaching and development. You will engage with both internal and external stakeholders to align strategies with business objectives, ensuring a culture of continuous improvement. If you are passionate about leading teams and fostering a motivating environment, this opportunity is perfect for you.

Qualifications

• Proven experience in leading sales teams to achieve targets.
• Strong ability to coach and develop team members.

Responsibilities

• Lead and motivate a sales and retention team to achieve objectives.
• Analyze performance data to recommend improvements.

Skills

Sales Leadership

Team Development

Performance Management

Customer Engagement

Coaching

Education

Bachelor's Degree in Business Management

Sales Management Certification

Job description

The Retentions Team Leader plays a key role in actively leading, motivating, and driving an inbound and outbound sales and retention (growth) team. The team leader is responsible for the growth and retention of the membership base through coaching and development, fostering a high-performance culture focused on quality interactions and continuous improvement to create a superior customer experience, aligned with our value proposition and member promise. This position works closely with internal and external stakeholders, sharing insights, feedback, and performance data to enhance product development, marketing, and customer experience.

Key Responsibilities :

1. Client Engagement
2. Establish a high-performing sales and retention (growth) team.
3. Lead, coach, and develop the team to achieve targets and contribute to company objectives.
4. Set and lead the achievement of targets in sales and service environments.
5. Drive performance focusing on key performance indicators.
6. Develop innovative tactics and strategies to meet customer needs.
7. Maintain service quality standards by identifying trends and planning for future needs.
8. Identify training needs and collaborate with the training team to improve customer experience and retention.
9. Coordinate training activities, ensuring consistent service levels and continuous improvement.
10. Create a motivating work environment for team members.
11. Monitor and manage multi-channel activity to ensure timely responses without compromising satisfaction.
12. Resolve escalated member issues according to policies and procedures.
13. Review member contact across channels to identify issues and solutions.
14. Establish relationships with leadership and understand key activities to translate into member contact strategies.
15. Coordinate testing and implementation of new processes and technology solutions.
16. Analyze and report performance data, recommending improvements.
17. Lead team and staff activities to develop understanding of business strategies.
18. Review and evaluate calls against quality frameworks, providing coaching.
19. Develop and review team processes and documentation.
20. Conduct performance appraisals and develop growth plans for team members.
21. Support other team leads through role modeling and coaching.

Leadership, Teamwork, and Relationship Building

1. Model organizational values and behaviors to foster a high-performing culture.
2. Conduct effective communication meetings and motivate staff.
3. Build professional relationships across the organization to support team objectives.

Accountability and Authority

1. Support the Sales and Services Manager and executive team with team activities and outcomes.
2. Maintain adherence to applicable procedures and policies.
3. Stay informed of risk and compliance obligations.

Judgment and Decision Making

1. Implement actions based on evaluation and analysis focused on results.
2. Make objective decisions aligned with risk culture and strategic priorities.
3. Delegate or escalate matters appropriately within operational delegations.