Vesting Specialist

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 128-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 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. 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.

Visit us at: www.metropolitan.co.za

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

To train, supervise and coach newly appointed Call Centre Agents, managing their day-to-day activities to ensure they are fully equipped to perform and achieve sales targets.

Requirements

• 4-6 years’ experience in a sale environment, with at least 2 years’ of rendering financial advice, as per the FSCA Fit & proper requirements (essential)
• A minimum of 2 years managerial experience overseeing the rendering of financial advice (essential)
• Experience in FAIS Tier 1 long term insurance products (desirable)
• Matric or equivalent (essential)
• NQF level 5 qualification approved by FSCA or equivalent relevant qualification (essential)
• FAIS Representative Regulatory Exam RE5 (desirable)
• Ability to speak African languages (desirable)

Duties & Responsibilities

• Provide direction, training and coaching to Agents on products, systems and sales processes
• Induct and support Agents to meet and exceed performance and productivity standards
• Manage and monitor activities of Agents through effective leads allocation to ensure that each Agent has adequate and appropriate opportunities.
• Support and guide Agents through the sales process by displaying exceptional product knowledge and customer centricity.
• Take ownership of the incubation experience to provide a positive onboarding and learning experience in which Agents are encouraged to be actively engaged as they gain and enhance technical expertise.
• Manage the quality of coaching to ensure the correct skills, knowledge and behaviour is embedded
• Apply tailored training and coaching methods to meet various learning styles and maximise the learning experience
• Monitor and track competence of Agents
• Identify and deliver post learning initiatives to continually embed learning
• Provide feedback to the relevant stakeholders on training content, implementation thereof, Agent uptake and landing of training and coaching interventions.
• Identify and report on any significant performance issues and implement a plan to remedy the performance issues or gaps identified.
• Recommend opportunities to the relevant stakeholders to enhance processes and increase effectiveness.
• Build and maintain relationships with internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• 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.
• 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 employees.
• Identify employee growth and development needs and schedule interventions to this.
• Effectively manage performance of Agents in incubation to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration.
• 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

• Knowledge of financial services industry
• Knowledge of relevant financial legislation
• Relevant product and process knowledge
• Knowledge of sales processes, techniques and cycle