- Location
- A&G Park (Australia), South Africa
- Type
- Full-time
- Department
- Insurance
- Seniority
- Lead
- Closing date
- Today
- Source
- Workday
Description
Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.
Job Purpose
To manage, coach and guide a team. Ensure individual contributors 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
Supervise a team/ teams within the Contact Centre to drive outcomes needed to be effective and efficient.
Organizational Capability Building
Use the organization's formal development framework to identify the team's
individual development needs. Plan and implement actions to build them
capabilities. Provide training or coaching to others in own area of expertise to
enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
Customer Service
Act as first-line supervisor of a team providing operational support, and play a
key role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times.
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 organization's strategy, mission and vision; motivate people to achieve local business goals.
Performance Management
Respond to personal objectives and use performance management systems to
improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Customer Management
Help manage customer relationships by using relevant systems.
Insights and Reporting
Collect and interpret relevant data and transform the data collected into
meaningful and easy to read reports.
Improvement / Innovation
Identify shortcomings in existing processes, systems and procedures, and use
established change management programs to address them.
Operational Compliance
Identify, within the team, instances of non-compliance with the organization's
policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Correspondence
Respond to requests and escalated requests using telephonic conversation or
emails (internal and external stakeholders).
Personal Capability Building
Develop own capabilities by participating in assessment and development
planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / STI Certification / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)Experience
3 or more years experience in a claims environment within the insurance industry (Essential); Experience in a call centre environment (Essential). 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)