Sales Centre Manager

at  Aon Corporation

QUALIFICATIONS

• A minimum of Grade 12 or equivalent.
• A Bachelor’s degree is preferable.
• Must be registered as a representative with the FSB in terms of the FAIS Act.

KNOWLEDGE

• Individual with knowledge of the principles and practices within a technical/ professional discipline.
• Be computer literate with advanced experience in MS Word & Excel
• Very good knowledge of Policy wordings
• Has a broad knowledge of Aon generally and a deeper knowledge within the sector/territory.
• Quality Control/Assurance knowledge
• Has a good working knowledge of all the relevant product offerings.

SKILLS AND ATTRIBUTES

• Applies acquired skills with company policies and procedures to complete assigned tasks.
• Possesses sophisticated analytical, technical and problem-solving skills and abilities.
• Ability to communicate effectively.
• Good interpersonal and organizational skills
• Have the ability to conduct meetings and make presentations (both verbal and written).

EXPERIENCE

• Have a minimum of 5 - 8 years’ experience within Commercial Lines Insurance
• Have at least 5 years within the Sales environment (Short Term Insurance)
• Previous management experience is a requirement.
• Have previous managerial experience with the Insurance Industry
• Sales Centre managerial experience would be an added advantage.

• Set and drive daily & weekly targets.
• Establish high productivity and quality standards by driving strategic focus areas and best practice.
• Monitor call metrics; call time, quality and customer experience.
• Monthly call and quote audits to supervise accuracy of work, quality of advice and adherence to MOS, underwriting mandate and processes.
• Provide daily, weekly and monthly reporting to consultants and National Sales Manager.
• Resolve client complaints (escalate where applicable).
• Resolve client queries raised by consultants (escalate where applicable).
• Handle underwriting and claims queries when necessary.
• Responsible for resource capacity planning – work times, training rosters, etc. to support achievement of monthly targets and service delivery goals.
• Ensure client service delivery within the team to maintain client satisfaction level.
• Collaborate with colleagues from other departments to improve efficiency and overall service delivery.
• Identify and recommend process, technology, measurement and reporting improvements.
• Provide prompt reports on crucial issues to direct senior officers and suggest solutions where necessary.
• Supervise crucial key account possibilities.
• Make propositions, provide suggestions and designate sales target and job obligations to each sales staff member.
• Ongoing coaching and mentoring of consultants including regular progress meetings.
• Appraise performance of staff; give suggestions, reward or award corrective action and offer proposals on dismissal of personnel where applicable.
• Generate action plans to enhance performance and productivity of underperforming personnel.
• Recommend hiring additional staff and make required resources available to accomplishing target objectives and goals.
• Take part in interview of candidates while supporting decision making to hire successful applicants.
• Successfully empower and manage the national sales center in achieving the new business target, including training on how to attain business sales objectives.
• Ensure that schemes run profitably by adhering strictly to the underwriting criteria.
• Leads team initiatives and any new divisional or branch strategies.
• Keeps up with market trends within the insurance industry and is aware of competitors’ products/ offerings.
• Works with employees to ensure high quality, efficient and compliant delivery of all clients servicing administrative/transactional activities.
• Has close working relationships with the client management and bid management teams and brings them into the relationship at the appropriate times.