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 a team's performance outputs within the retentions department.
RESPONSIBILITIES
Operations Management
Supervise others working within established operational systems.
Oversee and manage a retention team in line with targets, company goals,
objectives, policies and procedures.
Maximise customer retention.
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.
Customer Service
Act as first-line supervisor of a team providing customer service support, and
play a key role in helping to achieve targets in areas such as productivity or
turnaround times. Deal with most complex and valuable issues.
Performance Management
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. Respond to personal
objectives and use performance management systems to improve personal
performance.
Operational Compliance
Identify, within the team, instances of non-compliance with the organisation's
policies and procedures and/or relevant regulatory codes and codes of conduct,
reporting these and escalating issues as appropriate.
Ensure compliance with all necessary fit and proper requirements.
Leadership and Direction
Explain the local action plan to support team members in their understanding of
what needs to be done and and how this relates to the broader business plan
and the organisation's strategy, mission and vision; motivate people to achieve
local business goals.
Client & Customer Management
Help senior colleagues manage client and customer relationships by using
relevant sales or client systems.
Build, maintain and manage effective relationships with all internal and external
stakeholders.
Insights and Reporting
Ensure accurate Management Information including analysis on trends; day to
day reporting; and monthly reporting.
Work Scheduling and Allocation
Design own monthly schedule and, assign work to others in order to speed up
office workflow and ensure high-priority tasks get done.
Organizational Capability Building
Plan and implement actions to build the team's capabilities. Provide training,
coaching, guidance and counselling to others in own area to enable them to
improve performance and fulfill personal potential.
BEHAVIORAL COMPETENCIES
Drives Results
Consistently achieves results, even under tough circumstances. For example,
holds self to high standards of performance; sets some challenging goals; wants
to achieve meaningful results; pursues initiatives/efforts to successful completion
and closure. Focuses on key goals, even during setbacks and obstacles.
Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For
example, digs deeply into customer feedback and drives the innovations that can
enable the organization to better meet customers' future needs. Frequently
adjusts approach to ensure customer needs are met and to improve service.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, tracks
performance and strives to remain effective, learning from both successes and
failures. Readily takes on challenges or difficult tasks and has reputation for
delivering on commitments.
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear
understanding of the unique needs of different audiences. For example,
disseminates knowledge, insights, and updates in a polished, precise, and
compelling manner. Demonstrates a deep interest in others' comments. Creates
rich documents and reports.
Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational
goals. For example, outlines clear plans that put actions in a logical sequence;
conveys some time frames. Aligns own work with relevant workgroups. Takes
some steps to reduce bottlenecks and speed up the work.
Collaborates
Builds partnerships and works collaboratively with others to meet shared
objectives. For example, readily involves others to accomplish goals; stays in
touch and shares information; discourages "us versus them" thinking; shows
appreciation for others' ideas and input.
Business Insight
Applies knowledge of business and the marketplace to advance the
organization's goals. For example, clearly understands how own activities relate
to critical business drivers. Monitors business news and market changes for
impact on the business or on own expertise area; uses this to shape decisions.
Self-Development
Actively seeks new ways to grow and be challenged using both formal and
informal development channels. For example, creates a development plan that
states clear goals and the tactics to achieve them. Gathers information on where
to focus. Makes efforts to apply new skills on the job.
SKILLS
Planning and Organising
Works without supervision and provides technical guidance when required on
planning, organising, prioritising and overseeing activities to efficiently meet
business objectives.
Customer Service Delivery
Works without supervision while providing technical guidance as needed on
meeting high customer service standards.
Action Planning
Works without supervision and provides technical guidance when required on
developing appropriate plans or performing necessary actions based on
recommendations and requirements.
Verbal Communication
Applies comprehensive knowledge to act independently while providing guidance
and training to others on using clear and effective verbal communications skills
to express ideas, request actions and formulate plans or policies.
Policy and procedures
Works without supervision and provides technical guidance when required on
developing, monitoring, interpreting and understanding policies and procedures,
while making sure they match organisational strategies and objectives.
Review and Reporting
Works without supervision and provides technical guidance when required on
reviewing and creating relevant, lucid and effective reports.
Data Collection and Analysis
Works without supervision and provides technical guidance when required on
analysing data trends for use in reports to help guide decision making.
Learning and Talent Development
Works without supervision and provides technical guidance when required on
motivating all employees to learn, grow and develop so that they can obtain the
knowledge and experience they need to help the organisation reach its goals.
Customer System Operation
Works without supervision and provides technical guidance when required on
understanding and effectively operating all customer management systems.
Compliance Management
Works without supervision and provides technical guidance when required on
achieving full compliance with applicable rules and regulations in management
and/or operations.
