Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.
Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.
Visit us at: www.metropolitan.co.za
Role Purpose
Manage and motivate the team in order to deliver an excellent client experience and support the achievement of sales targets.
Requirements
Qualifications:
Matric or equivalent NQF Level 4 qualification
FAIS Representative Regulatory Exam Level 5 passed
120 credit FAIS recognised qualification
Experience:
3-5 years' working experience in the insurance industry environment
A Minimum of 2 years managerial experience in overseeing the rendering of financial advice to fulfil the duties of a compliant key individual and be registered with the FSP
Class of Business 3 and 7 (Preferable)
Skills and Knowledge:
Relationship building
Networking
Good communication
Computer Literacy
Financial services industry (relevant legislation, product and process knowledge, Class of Business knowledge)
Duties & Responsibilities
INTERNAL PROCESS: Develop plans to achieve sales targets in line with client centric practices. Manage the adherence to operational processes, policies and legislative requirements. Develop action plans and initiatives to drive sales, motivate team and improve performance. Communicate and implement approved team targets within area of responsibility. Implement action plans to achieve sales targets and business goals. Effectively manage all day-to-day team activities and escalations. Collaborate with Quality Assurance and Performance Coaches to guide and coach team to increase productivity, compliance and quality of calls. Regularly assess team members' performance against targets and implement actions to increase performance. Assess service delivery based on engagements with business stakeholders and relevant analytics and implement plans for improvement. Maintain effective and efficient record keeping on the relevant system. Conduct regular engagement with team members in order to cascade information and team objectives. Cultivate and manage working relationships with a variety of stakeholders. Analyse, identify trends and report on team performance and productivity. Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs. Implement measures to address non-performance within the team. Identify operational efficiencies and make recommendations for improvement.
CLIENT: Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service. Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes. Provide regular reports on delivery of services. Provide authoritative, expertise and advice to clients and stakeholders. Make recommendations to improve client service and fair treatment of clients within area of responsibility. Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
Competencies
Adopting Practical Approaches: Applies practical skills when investigating issues prefers to learn by doing is practically minded and applies common sense
Interacting with People: Is lively and projects enthusiasm is talkative in making contact is focused on interacting and networking with people
Convincing People: Is comfortable having to persuade others shapes opinions by being outspoken seeks to negotiate with others
Making Decisions: Is determined and decides on actions willingly assumes responsibility is definitive and stands by own decisions
Empowering Individuals: Motivates individuals by empowering them seeks to inspire people and groups gives encouragement to others
Resolving Conflict: Is comfortable calming upset people handles angry individuals well is focused on resolving conflict and arguments
Team Working: Works participatively with others is democratic and encourages team contributions collaboratively involves others in decision-making
Seizing Opportunities: Identifies business opportunities creates additional sales for future growth wants to win and outperform competitors
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