Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.Job Purpose
Manage a team's performance outputs within the retentions department. Meet Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.Job Purpose
Manage a team's performance outputs within the retentions department. Meet
the metrics that has been set out by business. Manage the tactical strategy and
execution within the inbound and outbound retention's unit.Responsibilities
Operations Management
Supervise others working within established operational systems.
Leadership and Direction
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 local business goals.
Performance Management
Respond to personal objectives and use performance management systems to
improve personal performance. OR Monitor the performance of the team;
allocate work and review completion, take appropriate corrective action to
ensure timeliness and quality; contribute to formal individual performance
management and appraisal.
Organizational Capability Building
Use the organization's formal development framework to identify the team's
individual development needs. Plan and implement actions to build their
capabilities. Provide training or coaching to others throughout the organization in
own area of expertise to enable others to improve performance and fulfill
personal potential.
Insights and Reporting
Collect and interpret relevant data and transform the data
collected into meaningful and easy to read reports.
Customer Service
Act as first-line supervisor of a team providing operational
support, and play a key role in helping to achieve targets in areas such as
productivity or turnaround times. Ensure
effective customer relationships and maintain customer
satisfaction at all times.
Operational Compliance
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.
Personal Capability Building
Develop own capabilities by participating in assessment and development
planning activities as well as formal and informal training and coaching. Develop
and maintain an understanding of relevant technology, external regulation, and
industry best practices through ongoing education, attending conferences, and
reading specialist media.
Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve
expectations while following established timelines.
Customer Relationship Management (CRM) Data
Enter customer information that has been gathered through research and/or
through direct customer contact into the customer relationship management
system, to ensure that the organization has quality data to enable effective
customer retention and business development activities OR Ensure that team
members maintain up-to-date customer relationship management data,
identifying and resolving issues.
Improvement / Innovation
Identify shortcomings in existing processes, systems and procedures, and use
established change management programs to address them.Education
Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year Business related degree / diploma (Advantageous); STI Qualification (Advantageous); RE compliant (Advantageous); FAIS compliant (Advantageous)Experience
3 or more years Customer Service experience (Essential); Experience in Financial Services environment (Advantageous). 2 or more years people management experience (Advantageous)Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now. Telesure Investment HoldingsOur Work Experience is the combination of everything that's unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in our area.
#J-18808-Ljbffr
