Introduction To lead, coach and develop a team of Insurance sales agents who are registered FAIS representatives performing execution of Sales, to meet and exceed set sales and revenue targets through consistent call evaluation coaching sessions and application of the performance management policy.
To drive the operational objectives of the team by adherence to policy and procedure and ensuring an energetic and enthusiastic sales workforce and culture.
Job Functions Administration,Advisory,Analysis,Analytics,Auditing,Banking,Call Centre,Client Services,Communications,Compliance & Regulatory Affairs,Coordinator,Creative,Data Analysis,Data Capturing,Data Management,Marketing,Operations,Sales Industries Financial Services Specification TECHNICAL COMPETENCIES :
Change Leadership -The knowledge and skills required to develop, implement and manage a change management framework and process.
Client Sales - Encourages increased sales through positive client interactions.
General Administration Skills - Demonstrates sound general office administration. Identifies and organises resources needed to accomplish tasks; manages time effectively.
Risk Management - Demonstrates the ability to identify, mitigate and manage general and industry specific Risk within the responsibility area.
Fraud Management (incl AML) - Demonstrates the ability to identify and manage fraud as it pertains to the relevant industries.
Industry Specific Knowledge (i.e. banking, insurance) - Demonstrates the business acumen required to function successfully within the industry, specific to the role filled.
Language proficiency : English - Communicates clearly and concisely in English. This includes both the verbal and written mediums.
Language proficiency : Local - Communicates clearly and concisely in any additional required language. This includes both the verbal and written mediums.
Products & Services (specific to product) - Demonstrates an in-depth knowledge of the organization specific services and products.
Discourses clearly and easily on all products.
Sales Skills (persuasive selling) - Demonstrate the knowledge, skill and ability to engage in persuasive selling through client engagement with a focus on closing sales and meeting set sales targets.
Specific Operations (policies, processes and procedures) - Demonstrates the ability to implement all organizational operational activities.
Specific Regulatory Parameters (industry & country related) - Demonstrates ability to implement, maintain and manage all regulatory requirements of the specific industry.
Report Compilation - Demonstrate the ability to plan and draft meaningful reports that require submission. Ensure that the reports will contain commentary and input that will add value to the target audience.
KEY PERFORMANCE AREAS : STRATEGIC INITIATIVES
To entrench the Insurance multi-product offering within the bouquet of Bayport products offered to customers
Contributing to the achievement of call centre targets and efficiencies by delivering on all lead and sales conversion KPI's
To be the preferred channel that gives life to multiple business strategies in a centralised and controlled environment.
Leading a culture of sales excellence in terms of the sales process
Ensuring that all staff within the team perform to the best of their abilities, in terms of execution of sales, talk time, quality calls and conversion KPI’s with adherence to all policies and procedures.
Ensuring consistent coaching and mentoring of staff
Ensure that representatives do not deviate from the script or supplement the script with content not approved as contemplated in reviews
Meeting customer expectations through sales and service excellence.
Ensuring that execution of sales practices and techniques employed by the representative are not misleading, false or inappropriate to the expected target clients or will not result in unfair outcomes for clients
Ensuring that representatives do not furnish clients with advice
Assisting with monitoring the adequacy and efficiency of controls and quality assurance processes in relation to the execution of sales
Ability to work additional hours and weekends when required to ensure targets are achieved
Consistent communication to Call Centre Management on analysis and insights across all sales KPIs
Ensure frequent, professional and value-added engagement with all agents ensuring they provide a key focus on customer needs and delivering on responsible and ethical product sales
Ensure adequate compliance reporting on trends and applicable interventions regarding non-conformance and script non-adherence.
Requirements MINIMUM REQUIREMENTS :
2 years’ experience in a sales outbound Call Centre role in Financial Services
1 year experience in an outbound Call Centre Supervisory role
Computer Literacy : MS Office
DESIRED / PREFERRED REQUIREMENTS :
2 year’s insurance experience in Category I, Long-term Insurance or Short Term Personal Lines products would be beneficial.
Experience and knowledge of the following legislation
Financial Advisory and Intermediary Services Act
Long Term Insurance Act
Treating Customers Fairly principles
MINIMUM QUALIFICATIONS :
Matric certificate or equivalent NQF L4 qualification
Meets FAIS fit and proper requirements
DESIRED / PREFERRED REQUIREMENTS :
Financial Services Related FSCA recognised and approved qualification on NQF level 5
RE5 for Representatives