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.
Role Purpose
Manage and motivate the team in order to deliver an excellent client experience and support the achievement of sales targets.
Requirements
3-5 years experience in a sales environment as a Financial Advisor and/or equivalent relevant role (essential)
2-3 years experience for the rendering of financial advice, as per the FSCA Fit & proper requirements (essential)
A minimum of 2 years managerial experience overseeing the rendering of financial advice (essential)
Experience in FAIS Tier 1 long term insurance & pension benefit products (desirable)
Formal qualifications: Grade 12 or equivalent qualification
Formal qualifications: Relevant legislative/regulatory exams or qualifications
Formal qualifications: Qualification approved by FSCA or equivalent relevant qualification, Degree and/or Diploma
Specific licensing or registration: Regulatory Exam 5, Business Acumen, Collaboration, Stakeholder management, Influence, People management, Communication, Knowledge of financial services industry, Knowledge of relevant financial legislation, Relevant product and process knowledge, Knowledge of sales processes, techniques and cycle
Duties & Responsibilities
INTERNAL PROCESS: Develop plans to achieve sales targets in line with client-centric practices. Manage adherence to operational processes, policies, and legislative requirements. Develop action plans and initiatives to drive sales, motivate the team, and improve performance. Communicate and implement approved team targets within the 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 the 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. Analyze, 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 the delivery of services. Provide authoritative expertise and advice to clients and stakeholders. Make recommendations to improve client service and fair treatment of clients within the area of responsibility. Participate and contribute to a culture that 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, and is focused on interacting and networking with people.
Convincing People: Is comfortable persuading others, shapes opinions by being outspoken, and seeks to negotiate with others.
Making Decisions: Is determined and decides on actions willingly, assumes responsibility, and stands by own decisions.
Empowering Individuals: Motivates individuals by empowering them, seeks to inspire people and groups, and gives encouragement to others.
Resolving Conflict: Is comfortable calming upset people, handles angry individuals well, and 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, and wants to win and outperform competitors.
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