Broker Operations Manager | Gauteng
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.
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 solutions.
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
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)