Leads Analyst (JHB)

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za

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Role Purpose

Support the business to optimise on the existing enforce book and grow the new client base by conducting leads analysis, suggest value creation lead campaigns and support leads management system and process enhancements and activities in order to deliver on excellent client experience and the achievement of sales targets.

Requirements

• BComm Business Management / Statistics
• Proficient in MS Office Excel
• NQF Level 6 qualification in business, marketing or a related field
• 3-5 years’ experience in leads analysis/ campaign management/data management within a financial services environment
  
  

Duties & Responsibilities

Internal Process:

• Keep abreast of best practices in the lead management field.
• Build and maintain effective business relationships with all key stakeholders by initiating and maintaining regular interactions.
• Contribute to the research of lead management benchmarking exercises.
• Assess leads based on lead grading and filtering criteria to ensure leads are valid and accurately prioritised.
• Formulate business rules to optimise client fulfilment and campaign conversion rate
• Measure and report on lead effectiveness based on return on investment (ROI) measures.
• Manage and optimise the leads management system and database to ensure system and data integrity.
• Manage the ongoing development and enhancement of the leads management system and reporting functionary in order to improve leads conversion, return on investment, and the overall performance and cost benefits.
• Control the quantity and quality of leads in the relevant database.
• Monitor the unitisation and conversation of leads and identify trends in order to make recommendations for improvement.
• Manage the selection and distribution of appropriate leads in line with campaigns requirements within the agreed timeframes.
• Implement effective leads management practices that track and report on the status of leads.
• Assess lead management practice in order to identify areas of opportunity and make recommendations.
• Compile accurate and insightful management reports.
• Apply analysis for agent selection and allocation to campaigns
• Identify opportunities for value creation lead campaigns to otimise on the inforce book and grow client base
• Campaign analysis
  
  

Client Services

• Provide authoritative, expertise and advice to clients and stakeholders
• Build and maintain relationships with clients and internal and external stakeholders
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
• Make recommendations to improve client service and fair treatment of clients within area of responsibility (covered in Leads Manager)
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client stakeholder service
  
  

People

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
• Effectively manage performance within the team in order to ensure business objectives are achieved
• Encourage innovation, change agility and collaboration within the team
• Share and transfer product, process and systems knowledge to colleagues.
  
  

Finance

• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Manage financial and other company resources under your control with due respect
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
  
  

Competencies

• Business Acumen
• Client/ Stakeholder Commitment
• Drive for Results
• Leads Change and Innovation
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness