MFC Technical Team Leader Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description You will form part of the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service's needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.
This role manages a team in a technical environment, with some individual deliveries, and is individually accountable for achieving results through others, over periods of 3 months to one year. As a Technical Team Leader, managing a team of Skills Coaches, Administrative Assistants, and Teleconsultants. This role is primarily responsible for the implementation and execution of plans in support of MFC Direct & Digital Business operational effectiveness and efficiency, which will include:
Learning and development at all levels. Coaching support plan through coaches to drive skills improvement. Ensure execution and delivery of projects. Delivering acceptable levels of Compliance. Drive Quality Business. Budget Control Manages an operational budget. Operational Delivery Accountable for technical decision-making within the Direct Marketing and Digital Call Centre. Initiate continuous process improvements that are effective and efficient. Ensure complaints are actioned within SLA, reports/MI submitted to relevant stakeholders, conduct analysis, and implement corrective actions/measures. Drive Root Cause Analysis (RCA) within the team to identify risks and corrective measures. Implement/enhance reporting and MI. Takes accountability for the implementation of a strand of an operational project. Extensive experience in day-to-day management. Manages daily operational support for the Execution of Sales Call Centre (client service and or administrative) delivery. Deliver on key metrics contracted. Deliver business plan via disciplined execution. This role undertakes project support functions for Direct as an SME impacting learning, Drafting, Developing, and Approval of Scripts and processes. Rollout of new initiatives and Pilots. Manage and report Risk items. Align Direct to all legislative and compliance requirements. Provides input on critical complaints and decisions. Engage with various stakeholders when required with collaboration and implementing new initiatives. Testing of products, processes, and systems. Provide input on system user stories and align to requirements. Drive a thorough understanding of all required information through Skills coaches, Sales managers, and Learning and Development. Quality Assurance Manage Skills coaches and oversee that Assessments and Coaching is affected with integrity. Drive a Coaching Culture (Skills Coaches and Sales Managers). Manage Risk through optimised Quality assessing of Calls. Report on Coaching, Outcomes, Quality and Compliance. Ensure integrity of data analysis and trends. Manage call recordings as a contractual agreement of all sales. Continually monitor and evaluate quality conversations between Sales managers, consultants, and Skills Coaches. Provide constructive feedback to both Skills coaches, Senior Sales Managers, Sales Managers, and Teleconsultants. Training and coaching to both Direct reports and stakeholders. Delivers maintains and enhances service/work standards and quality of work within given processes. Ensures daily processing of sales complies with all appropriate product, legislative rules, and requirements. Drive quality metrics within the team to retain business. Identify trends out of Quality assessments and implement corrective actions (i.e. training, coaching, and mentoring). Devise and safeguard quality standards processes and procedures. Align Coaching to Financial targets and outcomes. Governance & Compliance Accountable for governance and compliance. Highlight, manage, and mitigate risk factors. Develop and maintain all procedural documentation (SOPS/Scripts/Comms/Call Monitoring documents etc.). Manage sourcing of Calls for Audit Purposes. Ensure legislative changes are applied and entrenched in operational procedures. Ensures necessary control measures are in place. Manage and report on breaches. Relationship Building Builds and manages relationships. Establishes and maintains relationships with internal and external stakeholders. Collaborate with upstream and lateral functions to proactively mitigate risks and process improvements. Team Effectiveness Accountable for others' time, tasks, and output quality. Balances own priorities with directing and motivating others. Coaches and mentors staff. Creates a climate for optimal performance. Guides and directs staff to achieve operational excellence standards. Individually accountable for customer/client service delivery through the efforts of others. Manages performance. Plans and assigns work over the applicable period. Responsible for day-to-day feedback and review of performance. Requirement Matric. NQF5 / Diploma and tertiary qualification advantageous. Minimum of 3 years of Call Centre experience in a support role. Technical knowledge of OM products and systems is advantageous. Minimum of 3 years of management experience or exposure to a Coaching or Technical team in a Call Centre. Solutions driven. Exposure to Projects is advantageous. Ability to gain commitment of the team. Agility and flexibility to adapt to a changing environment. Strong planning and execution skills. Thorough understanding of Growth and Development. Strong Written and Verbal Communication. Thorough understanding of People Processes and Governance. Skills Education Matriculation Certificate (Matric)
Closing Date 20 September 2024
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question. Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19. All prospective employees are required to disclose their vaccination status as part of the recruitment process. Please refer to the Old Mutual's Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so. The Old Mutual Story! About Us Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.
We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.
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