Reinstatement Team Manager (Business Insurance)
Connect with the customer and consultant, conduct needs analysis and propose solutions and benefitsto the customer and consultant. Need a solid knowledge of products, their characteristics, and marketas well as focus on growth of the brand. Ensure consultants are performing against targets, whilereviewing their performance and coaching them to do so to assist in achieving the requiredoperational results. Proven Ability to lead team to meet targets.Monitor reinstatement / lapse Ratios and make recommendations for improvements on both New & Existing Business Coaching Deliver results through effective coaching of staff members.Responsible for staff resourcing, succession planning and development ensuring the right people are in place to support service delivery, achieving sales and performance targets at all times. Develop, empower and grow team members. Ensure engagement of staff within the team and department by utilising Leadership abilities.Ensure accurate Management Information: Analysis on trends; daily and monthly reporting.Build, maintain and manage relationships with all internal and external stakeholders effectively, such as Underwriting, Campaign Management, Data Science, Marketing, etc.Monitor Collections % and make recommendations for improvements on both New & Existing Business collection ratesEnsure collaboration with other departments that have similar goals (Retention teams at 1Life, Personal Lines & VAPS). Share ideas to improve performanceMaintain high levels of Service to customers (Customer Effort Scores, Call Centre Metrics, Complaints & Compliments, Quality Audits)Maximise customer retention.Manage operational expenses Deliver the Telesure Service Way through personal effort and through others.Deliver on TCF principles in alignment with regulatory requirementsConsistently achieves results, even under tough circumstancesMaintain Team productivity and morale
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