About the role
Context (external/internal factors which influence the work environment, taking into account future conditions and strategic requirements):
- Financial services sector
- South African regulatory framework of insurance/brokerage industry
- Contact centre
- Competitive environment
- Customer focus
- Service excellence
- Target driven environment
Customers (to whom the service is rendered/impacted upon):
- External clients
- Suppliers (insurers)
- Partnerships
- Internal customers: Indwe divisions and departments
Number of subordinates: 6-12
Reporting line (immediate manager): Business Operations Manager > Executive Head
Minimum requirements
Education:
- Matric
- Level 4 FETC Short-Term Insurance/ Long-Term Qualification
- RE: Representatives (RE 5) compulsory
- KI (RE1) will be advantageous
Experience:
- Sales manager
- Min 6 years’ experience within a short-term personal lines insurance – including 3 years in a call centre sales environment
- Min 4 years individual and/or commercial lines product experience
- Min 2 years junior management or team leader experience within a call centre sales environment
- Other experience in sales or call centre and relevant management/leadership experience to be considered
- Insurance/financial experience required
- Engaging and motivational leadership style
- Reliable mode of transport
Competencies
Skills:
- Computer literacy
- Communication
- Analytical ability
- Negotiation
- Planning and organising
- Decision making
- Sales and customer
- Leadership skills
- Listening and assessing
- Time management
- Ability to adapt to change
- Coaching
- Execution of strategy
- Performance management
- Performance improvement
- Skills development
- Manage effectively in a stressful environment
Knowledge:
- Understanding of the insurance, call centre and brokerage industry and environment
- Sound knowledge and understanding of personal lines insurance/commercial and risk insurance experience
- FAIS requirements of a representative
- Legal requirements of the insurance industry
- Technical insurance knowledge – (underwriting)
- Consistently reported over minimum acceptable standards
- Consistently seeks to maintain a good standing relationship with direct line manager, peers, and subordinates
- Consistent completion of team leader tasks in line with the team leader admin guide (once determined)
- Ability to have difficult conversations constructively when required
- Consistent coaching adaptability and effectiveness
- Call evaluations and calibrations
- Inspiring mood and momentum effectively
- Demonstrates the required level of respect and professionalism
- Ability to derive sales forecasts/projections and sales plans to meet and exceed volume and value targets
- Leads management
- Ability to act proactively according to projections to target
- Constant enthusiasm and willingness
- High-level understanding of products
- Effective time and discipline management
- Ability, eagerness, and willingness to learn
- Ability to incorporate empathy with effective leadership
- Ability to manage the daily behaviour of the team
- Accountability for team minimum acceptable standard
- Conducts themselves in a manner that is considered respectful and aligned with business goals and values
- Ability to manage teams of 6-12 staff effectively
- Competitor products
Personal attributes:
- Influential
- Assertiveness
- Flexibility
- Interpersonal effectiveness
- Customer service orientation
- Resilience and tenacity
- Emotional maturity and ability to introspect
- Proactive
- Innovative
- Deadline driven
- Attention to detail
- Competitive nature
- Confidence
Key Performance Areas |
Key Performance Outputs |
1. Grow portfolio |
- Develop and implement proactive sales plan according to agreed targets
- Meet agreed new business targets
- Provide after-sales service to ensure/new business vest
- Identify and build relationship with partners
- Write quality new business aligned to sales/marketing plan
- Negotiate with insurers re premium and quotations
- Do up- and cross-selling on existing and new business
|
2. Retain and Maintain clients |
- Identify new business opportunities
- Identify opportunities for cross and up-selling on existing clients
- Liaise with insurers or management re premiums and quotations if applicable
- Build relationships through regular and proactive caring calls - keeping them abreast of latest products and any news of relevance to them
|
3. Perform Administration |
- Load policies, amendments and endorsements on the system promptly
- Ensure 1st premium payment processes and debits are discussed and agreed upon with the clients
- Ensure data integrity on all systems
- General correspondence and emails to clients according to company standards
- Responsible for proactive underwriting
- Responsible for reactive underwriting
- Adhere to underwriting criteria-FAIS requirements and set company standards
|
4. Customer service excellence |
- Provide a rewarding service experience at all touch points
- Ensure that customer queries are attended to and resolved expeditiously
- Respond to client’s requirements by providing appropriate risk solutions
|
About Indwe
All Indwe employees are expected to conduct themselves in a manner commensurate with the Indwe values:
Innovative
Actively seeking continuous Improvement
Nurturing
To care for our clients with Empathy
Driven
Proving the best solutions to our customers
Willing
To learn, grow and embrace diversity
Eager
To take responsibility and use initiative
