Department:

Division:

Branch:

Region:

Job Purpose:

The Team Leader pursues sales excellence and works to increase the long-term value of the department by maintaining high levels of individual and team performance, in support of departmental objectives.

Job Outputs:

€¢ Manage resource capacity planning and utilisation to support the achievement of targets, volumes, operational and campaign plans.
€¢ Identify opportunities to improve and expand product and service offerings.
€¢ Maintain service, quality and desired outputs through ensuring compliance to policies, procedures and standards
€¢ Manage quality client services.
€¢ Coach, develop and motivate staff to ensure they deliver the required member experience, quality of service and targets.
€¢ Ensure a consistent, detailed understanding amongst all team members of the targets, products, policies and deliverables.
€¢ Communicate all related information for campaigns and interventions to team.
€¢ Monitor and manage targets and accomplishments against set targets.
€¢ Actively manage and report and the achievement of targets.
€¢ Resolve escalated queries and complaints and provide feedback to on matters resolved.
€¢ Develop work routines in line with operational plans to manage achievement of service delivery goals.
€¢ Measure and monitor service delivery compliance of team.
€¢ Track and resolve operational and performance variations.
€¢ Develop and encourage strong teamwork.
€¢ Identify potential inter-departmental challenges and escalate them to higher levels.
€¢ Engage regularly in team or group problem solving.
€¢ Manage areas of critical compliance and actively manage non-conformance.
€¢ Actively manage non-performance.
€¢ Identify, accumulate and analyse statistics that reflect on team performance.
€¢ Continually assess the technical competence of team and take steps to develop their knowledge and skill.
€¢ Ensure the work environment enables employees to live the Iemas organisation culture and values.
€¢ Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to area of accountability.
€¢ Work with the management team to identify and deliver positive change and business efficiencies.
€¢ Manage fair and consistent application of performance management and disciplinary measures as necessary.

Qualifications:

€¢ Grade 12
€¢ Relevant post school qualification
€¢ Code 08 Driver's license

Experience:

€¢ 5 years€™ sales and operational experience in financing
€¢ At least 2 years€™ supervisory experience

Knowledge and Skills:

€¢ Computer literate
€¢ Understanding of customer experience and service delivery
€¢ Understanding of sales and retention processes and procedures
€¢ Verbal, written and presentation skills
€¢ Ability to compile and interpret financial, resource and other contact centre data
€¢ Understanding of people management practices
€¢ Excellent leadership skills
€¢ Energetic and motivational individual
€¢ Proven record of delivering sales against targets