Vesting Specialist

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 and 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.

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