Team Manager: Book Transfers

Career Opportunity

• The Operations Business Support department has a position available for a Team manager: Book Transfer who will be based in Hill on Empire .

What will you do?

• In this position the successful candidate will manage a team of insurance consultants. Ensuring that the team reaches targets by monitoring individual performance on a constant basis.
• The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.
• The Team Manager: Book Transfer also acts like a project manager in the onboarding of the bulk policies onto Santam's Insurance Platform. Which includes timeline negotiations with the intermediaries and ensuring Relationship Manager & Regional Managers due diligence.

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 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 delivery targets

Qualification and Experience

• Completed Matric Grade 12
• 3-5 year's experience in short-term insurance
• People management experience
• Relevant Insurance related Qualification NQF5

Knowledge and Skills

• Drive service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees

Personal Attributes

• Directs work
• Decision quality
• Interpersonal savvy
• Plans and aligns