SUMMARY:
Broker Operations Manager
POSITION INFO:
RESPONSIBILITIES
Leadership and Direction | PEOPLE - LEADERSHIP AND SUPERVISION
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 Short Term Insurance, Business Insurance and Value
Added Products and Services business goals. Responsible
for effective employee engagement in order to build a high
performance culture that contributes to the overall Short
Term Insurance, Business Insurance and Value Added
Products and Services goals. Implement tactical and
operational plans through effective team management,
ensuring sales growth by delivering agreed business plan
targets.
Broker Relationships Management | CLIENTS - CUSTOMER EXPERIENCE
Collect feedback from identified Broker or Broker Partners to
ensure their needs are met, providing themes, initial
summary analyses, and provide suggestions for changes
based on Broker input. Ensure Broker client retention and
growth through quality service levels to Brokers by effective
proactive engagement of Brokers through the team of
consultants on lead opportunities, communication of product
changes and enhancements, relevant feedback on portfolio
performance etc. Report and analyse, interpret and provide
feedback on broker sales data in order to execute on the
Broker Strategy.
Performance Management | PEOPLE - LEADERSHIP AND SUPERVISION
Develop and propose own performance objectives; take
appropriate actions to ensure achievement of agreed
objectives, using the organization''s performance
management systems to improve personal performance.
Manage and report on team performance; set appropriate
performance objectives for direct reports or project /
account team members and hold them accountable for
achieving these, taking appropriate corrective action where
necessary to ensure the achievement of team / personal
objectives. Deliver operational sales results in line with KPIs
through the management who engage their Brokers in
accordance with company requirements. Responsible for all
aspects of staff resourcing, succession planning,
management and development to ensure the right people
are in place to support growth, achieving production and
performance targets at all times.
Broker Relationships Development | CLIENTS - CUSTOMER MANAGEMENT
Develop and implement a relationship management plan to
identify and build relationships with relevant decision
makers and influencers within their Broker Partners to
enable effective two-way flow of information and resolution
of issues.
Broker Needs Clarification | CLIENTS - BUSINESS DEVELOPMENT
Set clear objectives for tailored standard materials to make
presentations to decision makers and influencers for Broker
Partner; and ask relevant questions to gather information, to
evaluate the Broker''s level of interest, and to identify and
respond to areas requiring further information or
explanation.
Broker Relationship Management (CRM) Data | DATA MANAGEMENT
Monitor team members'' use of the relationship management
process, identifying and resolving standard issues and
escalating these to a senior manager as appropriate.
Operational Compliance | GOVERNANCE AND POLICY MANAGEMENT
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.
BEHAVIORAL COMPETENCIES
Customer Focus
Builds strong customer relationships and delivers customer-
centric solutions. For example, solicits customer feedback and
data; conveys a clear understanding of the level of service the
team is providing; takes action when standards are not met by
team; aligns business process with customer needs.
Communicates Effectively
Develops and delivers multi-mode communications that convey
a clear understanding of the unique needs of different
audiences. For example, listens attentively and takes an
interest. Keeps others well informed; conveys information
clearly, concisely, and professionally when speaking or writing.
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.
Manages Complexity
Makes sense of complex, high quantity, and sometimes
contradictory information to effectively solve problems. For
example, looks at complex issues from multiple angles; explores
issues to uncover underlying issues and root causes; sees the
main consequences and implications of different options.
Being Resilient
Rebounds from setbacks and adversity when facing difficult
situations. For example, has excellent composure and
professionalism, even in very difficult situations; acts as a
steadying force or role model for others. Skillfully overcomes
obstacles, learns from failures, and uses these lessons to
improve subsequent efforts.
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.
Balances Stakeholders
Anticipates and balances the needs of multiple stakeholders.
For example, shows a strong commitment to identifying all
relevant issues and making decisions that maximize outcomes
for all key stakeholders. Engages effectively with multiple
stakeholders and responds with well-balanced, win-win
solutions.
Manages Conflict
Handles conflict situations effectively, with a minimum of noise.
For example, seeks out a variety of opinions and options;
maintains an open mind; takes steps to ensure conflict remains
constructive; avoids polarized or unilateral decisions; seeks
agreement on critical issues.
Education & Experience
General Education
Grade 12/ SAQA Accredited Equivalent (Essential)
Regulatory Examination (Essential) Short term insurance
qualification such as Business Insurance (Essential); FAIS 60
credits (Essential);
B.Com/Higher Diploma or equivalent
business related qualification (Advantageous)
General Experience
3-5 years management experience in call centre sales/
customer service environment (Essential); Experience in
Financial Services industry (Advantageous)
Managerial Experience
3 or more years call centre supervision/ General sales
management/People Management experience (Essential)
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