Job Purpose
Manage a team’s performance outputs within the retentions department. Meet the metrics that has been set out by business. Manage the tactical strategy and execution within the inbound and outbound retention’s unit.
Responsibilities
Operations Management
Supervise others working within established operational systems.
Leadership and Direction
Communicate the local action plan; explain how this relates to the function’s strategy and action plan and the broader organization’s 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. OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Organizational Capability Building
Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfil personal potential.
Insights and Reporting
Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
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.
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.
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.
Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
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 OR Ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.
Improvement / Innovation
Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
BEHAVIORAL COMPETENCIES
Customer focus
Builds strong customer relationships and delivers customer-centric solutions. For example, uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.
Ensures accountability
Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
Directs work
Provides direction, delegating, and removing obstacles to get work done. For example, delegates considerable responsibility to staff with clear expectations and targeted guidance, removing obstacles. Fosters highly efficient teams; tracks team performance with appropriate metrics and provides feedback.
Situational adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.
Drives results
Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.
Being resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people’s failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.
Develops talent
Develops people to meet both their career goals and the organization’s goals. For example, emphasizes the importance of learning, urges people to build new skills, and provides opportunities for them to develop their careers. Provides useful real-time coaching, development activities, and stretch assignments.
Communicates effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others’ input and perspectives, asks questions, and summarizes to confirm understanding.
Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, encourages coworkers and external partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do.
Plans and aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team’s work with other workgroups’. Looks ahead to determine and obtain needed resources to complete plans.
Manages complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.
Optimizes work processes
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.
TECHNICAL COMPETENCIES
Customer Service Delivery
Use comprehensive knowledge and skill and guide and train others on meeting high customer service standards.
Verbal and Written Communication
Apply comprehensive knowledge and guide and train others on using clear and effective verbal and written communications skills to express ideas, request actions and formulate plans or policies.
Compliance
Use comprehensive knowledge and skills and guide and train others on achieving full compliance with applicable rules and regulations in management and/or operations.
Policy and procedures
Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
Planning and Organizing
Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
Customer System Operation
Uses comprehensive knowledge and skills to work independently while guiding and training others how to understand and effectively operate all customer management systems.
AS400; GeneX; IEX; EMC; Proficient in MS Office.
Review and Reporting
Applies comprehensive knowledge and skills to work independently while providing guidance and training to others on reviewing and creating relevant, lucid and effective reports. Reports for improvement initiatives.
Data Collection and analysis
Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making.
Learning and Talent Development
Uses comprehensive knowledge and skills to act independently while guiding and training others on motivating all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.
Reporting
Works without supervision and provides technical guidance when required on creating relevant, lucid and effective reports.
Data Management
Provides technical guidance when required to create relevant, lucid and effective report
Education
Grade 12/ SAQA Accredited Equivalent (Essential); FAIS Regulatory Qualification (Essential); RE 5 (Essential); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); Class of Business Certification (Essential); STI Qualification (Essential); RE 1 (Advantageous)
Experience
3 or more years experience in a customer service 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)
Deadline:14th August,2025
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