Purpose of the Role

Manages operational teams responsible for executing and reconciling financial and policy transactions. Translates business requirements into team goals and drives adoption of improved processes.

Overview of Role Responsibilities

Insurance Policy Information 
Explain product status, features, and benefits, resolving complex queries and providing appropriate guidance to enable customers to realize value from the product.

Operational Compliance
Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Operations Management
Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Leadership and Direction
Explain the local action plan, to support team members in their understanding of what needs to be done, and how this relates to the broader business plan and the organization's strategy, 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, and contribute to formal individual performance management and appraisal.

Organizational Capability Building
Provide coaching to team members to develop their skills.

Key Deliverables

• Lead, coach, and manage a team of Retentions Consultant to achieve, service, quality, and productivity targets.
• Monitor and manage agent adherence, attendance, schedule compliance, and shift requirements.
• Track and drive performance against key outbound contact centre metrics, including adherence, talk time, contact rates, conversion rates, productivity, and campaign outcomes.
• Conduct regular coaching, performance reviews, and call monitoring sessions to improve agent effectiveness and customer interactions.
• Manage real-time performance, ensuring appropriate resourcing and timely intervention to address operational challenges.
• Analyse team performance data and trends, implementing improvement plans to achieve business objectives.
• Ensure compliance with company policies, processes, quality standards, and regulatory requirements during customer engagements.
• Support the achievement of sales and retention objectives through effective team leadership and performance management.

Required Skills

Insurance Principles and Practice
Works with full competence to use and apply the core principles of insurance. Typically works without supervision and may provide technical guidance.

Policy and Regulation 
Works with full competence to interpret and apply knowledge of laws, regulations and policies in area of expertise. Typically works without supervision and may provide technical guidance.

Manages Resistance 
Works with full competence to identify, address, and navigate opposition or reluctance effectively, fostering a collaborative environment and facilitating positive outcomes in the face of resistance. Typically works without supervision and may provide technical guidance.

Transaction Integrity Management 
Works with full competence to maintain the accuracy, security, and compliance of transactions, ensuring reliable transaction records and safeguarding against fraud and errors. Typically works without supervision and may provide technical guidance.

Workflow Management 
Works with full competence to orient work in a workflow to plan, organize, and execute the steps it takes to achieve higher efficiencies. Typically works without supervision and may provide technical guidance.

Document Management 
Works with full competence to use document management tools to manage, view, organize, and store documents. Typically works without supervision and may provide technical guidance.

General Experience

• Experienced practitioner able to work unsupervised (Minimum 3 years)
• Proven experience supervising or leading a team within a Contact Centre environment.
• Demonstrated experience managing key contact centre metrics, including adherence, shift management, talk time, conversion rates, productivity, service levels, and campaign performance.
• Experience coaching and developing agents to improve performance, customer outcomes, and operational effectiveness.

Education

Required Behavioural Competencies

Overview of Behavioural Competencies

Instills Trust 
For example, demonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments despite competing priorities and by being honest and straightforward.

Manages Complexity 
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.

Cultivates Innovation 
For example, approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.

Drives Results 
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.

Directs Work
For example, asks questions to understand the desired outcomes for the role; confirms accountabilities with others so that work can be done effectively and efficiently; informs stakeholders when there are delays or problems that will affect them.

Ensures Accountability 
For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.