Job Ref #: OLI-1870
Industry: Insurance
Job Type: Permanent
Positions Available: 1

Job Description

ABOUT THE COMPANY

1LIFE is the holding company of some of South Africa’s leading financial service
providers. Our portfolio includes short-term insurers, a long-term insurer, health
insurance as well as an insurance and personal finance comparison platform.
We’re pioneers with a hunger for best, bringing customer-focused innovation and
service excellence to the financial services industry. We’re an undivided team of
diverse thinkers and doers who believe in leading through technology and
pushing past their limits.

JOB PURPOSE

 Manage the tactical strategy and execution within the inbound and outbound
retention's unit.

RESPONSIBILITIES 

Leadership and Direction

Identify, communicate and translate the actions needed to implement the
function's strategy and business plan within the business unit and explain the
relationship to the broader organisation's mission, vision and values. Mobilise
and motivate people to commit to these and to doing extraordinary things to
achieve business goals.

Operations Management

Oversee and manage a retention's unit in line with targets, company goals,
objectives, policies and procedures.
Implement, drive and monitor group strategy and operational efficiency.
Responsible for aspects of staff resourcing, succession planning, management
and development, ensuring the right people are in place to support service
delivery, achieving production and performance targets at all times.

Performance Management

Manage and report on the performance of a substantial, diverse team; set
appropriate performance objectives for direct reports and hold them accountable
for achieving these; take appropriate corrective action where necessary to
ensure the achievement of the unit's objectives.

Customer Service

Manage a large customer service unit, planning and organising activities within
the area in order to meet customer retention's and customer service standards.
Likely to be working through a team of managers and supervisors.

Stakeholder Engagement

Build, maintain and manage effective relationships with all internal and external
stakeholders. Find out their needs and opportunities and reacting to these by
leading, coordinating and initiating the development of stakeholder engagement
plans to support the communication of business information and decisions.

Operational Compliance

Monitor and review performance and behaviours within area of responsibility to
identify and resolve non-compliance with the organisation's policies and relevant
regulatory codes and codes of conduct.
Ensure compliance with all necessary fit and proper requirements.

Insights and Reporting

Ensure accurate Management Information including analysis on trends; day to
day reporting; and monthly reporting.

Organisational Capability Building

Identify the team's individual development needs. Plan and implement actions,
including continuing professional development specified by professional or
regulatory institutions, to build their professional capabilities. Provide informal
training or coaching to others to enable others to improve performance and fulfill
personal potential.

Personal Capability Building

Act as subject matter expert in an area of expertise. Maintain external
accreditations and in-depth understanding of current and emerging external
regulation and industry best practices through continuing professional
development, attending conferences, and reading specialist media.

Work Scheduling and Allocation

Manage and provide direction to others on work allocations, in order to achieve
planned commitments. Approve overtime or use additional resources as needed.

BEHAVIORAL COMPETENCIES

Ensures Accountability

Holds self and others accountable to meet commitments. For example,
measures and tracks team's and own performance, and helps the team learn
from success, failure, and feedback. Adheres to, and enforces, goals, policies,
and procedures.

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.

Collaborates

Builds partnerships and works collaboratively with others to meet shared
objectives. For example, encourages coworkers and external partners to work
together as a team, and makes sure they get credit for doing so. Encourages
people to share their honest views, responds in a non-defensive way when they
do.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear
understanding of the unique needs of different audiences. For example, tailors
communication content and style to the needs of others. Pays attention to others'
input and perspectives, asks questions, and summarizes to confirm
understanding.

 

SKILLS

Verbal and Written Communication

Apply comprehensive knowledge and guide and train others to use clear and
effective verbal communication skills to express ideas, request actions and
formulate plans or policies.

Customer Service Delivery

Use comprehensive knowledge and skills and guide and train others to meet
high customer service standards.

Policy and procedures

Use comprehensive knowledge and skills and guide and train others to develop,
monitor, interpret and understand policies and procedures, while making sure
they match organizational strategies and objectives.

Insurance principles.

Compliance

Use comprehensive knowledge and skills and guide and train others to achieve
full compliance with applicable rules and regulations in management and/or
operations.
Legislation (FAIS, FICA).

 

Negotiation

Negotiate and provide technical guidance when required on how to help the
organization by obtaining consensus between two or more internal or external
parties who may have different interests.

Computer and System skills

Support business processes by understanding and effectively using standard
office equipment and standard software packages, while providing technical
guidance as needed.
Proficient in MS Office.

 

Job Requirements

EDUCATION

General Education

Grade 12/ SAQA Accredited Equivalent (Essential)

Regulatory Examination (Essential)

FAIS recognized qualification (Essential)

Class of Business Certification (Essential)

NQF level 6 (Advantageous)

Wealth Management Qualification (Advantageous)

 

EXPERIENCE

General Experience

5 or more years customer service and/or sales and/or retention's experience
within a call centre environment (Essential)

4 years work experience in a Longterm Insurance environment (Advantageous)

Managerial Experience

3 - 5 years people management experience (Essential)

 

ADDITIONAL INFORMATION

*SAQA Accredited Equivalent - it is the onus of the applicant to provide TIH and
its subsidiaries with certified evidence that their qualification(s) meet the
equivalent NQF level required for this role at time of application.
*Financial Sector Conduct Authority (FSCA) competency requirements: FAIS
recognised qualifications / Regulatory Examinations / Class of Business
Certification and / or CPD according to your DOFA (where applicable). As a
registered Financial Service Provider, we are mandated to ensure that all our
representatives are and remain fit and proper at all times. By applying for this
role, you consent to having your relevant qualification and or accreditation or
confirm that you are working towards meeting the competency requirements. You
further consent to the relevant information being verified.