Broker Operations Manager
The Recruitment Council
Johannesburg, South Africa
2d ago
source : Executive Placements

RESPONSIBILITIES

Leadership and Direction PEOPLE - LEADERSHIP AND SUPERVISION

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 Short Term Insurance, Business Insurance and Value

Added Products and Services business goals. Responsible

for effective employee engagement in order to build a high

performance culture that contributes to the overall Short

Term Insurance, Business Insurance and Value Added

Products and Services goals. Implement tactical and

operational plans through effective team management,

ensuring sales growth by delivering agreed business plan

targets.

Broker Relationships Management CLIENTS - CUSTOMER EXPERIENCE

Collect feedback from identified Broker or Broker Partners to

ensure their needs are met, providing themes, initial

summary analyses, and provide suggestions for changes

based on Broker input. Ensure Broker client retention and

growth through quality service levels to Brokers by effective

proactive engagement of Brokers through the team of

consultants on lead opportunities, communication of product

changes and enhancements, relevant feedback on portfolio

performance etc. Report and analyse, interpret and provide

feedback on broker sales data in order to execute on the

Broker Strategy.

Performance Management PEOPLE - LEADERSHIP AND SUPERVISION

Develop and propose own performance objectives; take

appropriate actions to ensure achievement of agreed

objectives, using the organization''s performance

management systems to improve personal performance.

Manage and report on team performance; set appropriate

performance objectives for direct reports or project /

account team members and hold them accountable for

achieving these, taking appropriate corrective action where

necessary to ensure the achievement of team / personal

objectives. Deliver operational sales results in line with KPIs

through the management who engage their Brokers in

accordance with company requirements. Responsible for all

aspects of staff resourcing, succession planning,

management and development to ensure the right people

are in place to support growth, achieving production and

performance targets at all times.

Broker Relationships Development CLIENTS - CUSTOMER MANAGEMENT

Develop and implement a relationship management plan to

identify and build relationships with relevant decision

makers and influencers within their Broker Partners to

enable effective two-way flow of information and resolution

of issues.

Broker Needs Clarification CLIENTS - BUSINESS DEVELOPMENT

Set clear objectives for tailored standard materials to make

presentations to decision makers and influencers for Broker

Partner; and ask relevant questions to gather information, to

evaluate the Broker''s level of interest, and to identify and

respond to areas requiring further information or

explanation.

Broker Relationship Management (CRM) Data DATA MANAGEMENT

Monitor team members'' use of the relationship management

process, identifying and resolving standard issues and

escalating these to a senior manager as appropriate.

Operational Compliance GOVERNANCE AND POLICY MANAGEMENT

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.

BEHAVIORAL COMPETENCIES

Customer Focus

Builds strong customer relationships and delivers customer-

centric solutions. For example, solicits customer feedback and

data; conveys a clear understanding of the level of service the

team is providing; takes action when standards are not met by

team; aligns business process with customer needs.

Communicates Effectively

Develops and delivers multi-mode communications that convey

a clear understanding of the unique needs of different

audiences. For example, listens attentively and takes an

interest. Keeps others well informed; conveys information

clearly, concisely, and professionally when speaking or writing.

Business Insight

Applies knowledge of business and the marketplace to advance

the organization''s goals. For example, clearly understands how

own activities relate to critical business drivers. Monitors

business news and market changes for impact on the business

or on own expertise area; uses this to shape decisions.

Manages Complexity

Makes sense of complex, high quantity, and sometimes

contradictory information to effectively solve problems. For

example, looks at complex issues from multiple angles; explores

issues to uncover underlying issues and root causes; sees the

main consequences and implications of different options.

Being Resilient

Rebounds from setbacks and adversity when facing difficult

situations. For example, has excellent composure and

professionalism, even in very difficult situations; acts as a

steadying force or role model for others. Skillfully overcomes

obstacles, learns from failures, and uses these lessons to

improve subsequent efforts.

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.

Directs Work

Provides direction, delegating, and removing obstacles to get

work done. For example, delegates tasks, providing generally

clear expectations to staff. Coordinates and integrates the

team''s work, reducing duplication. Measures team progress

using the right indicators; recognizes when problems or

shortfalls occur.

Balances Stakeholders

Anticipates and balances the needs of multiple stakeholders.

For example, shows a strong commitment to identifying all

relevant issues and making decisions that maximize outcomes

for all key stakeholders. Engages effectively with multiple

stakeholders and responds with well-balanced, win-win

Manages Conflict

Handles conflict situations effectively, with a minimum of noise.

  • For example, seeks out a variety of opinions and options;
  • maintains an open mind; takes steps to ensure conflict remains

    constructive; avoids polarized or unilateral decisions; seeks

    agreement on critical issues.

    Education & Experience

    General Education

    Grade 12 / SAQA Accredited Equivalent (Essential)

    Regulatory Examination (Essential) Short term insurance

    qualification such as Business Insurance (Essential); FAIS 60

    credits (Essential); B.Com / Higher Diploma or equivalent

    business related qualification (Advantageous)

    General Experience

    3-5 years management experience in call centre sales /

    customer service environment (Essential); Experience in

    Financial Services industry (Advantageous)

    Managerial Experience

    3 or more years call centre supervision / General sales

    management / People Management experience (Essential)

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