Team Leader: Tied Agent

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Manage and implement the direct sales business operating model to generate sales and cross‑sell products in the direct channel to embed an integrated financial services offering for the organization.

• Implement sales plans and pipelines for assigned agents.
• Develop and implement contact plans and track productivity.
• Support the business to deliver business targets and objectives and create a high‑performance oriented culture.
• Accountable for the direct acquisition of sales.
• Maintain lead to quote.
• Maintain quote to conversion ratios.
• Maintain NTU – and cancellation ratios.
• Manage discount mandates to ensure profitability targets are achieved.
• Identify through insights action plans to improve lead, quote and conversion ratios.
• Manage cost to serve indicators.
• Facilitate the sharing of best practice across teams to improve sales acquisition.
• Drive a high‑performance sales culture.
• Maintain a high level of product knowledge by engaging staff in innovative ways.
• On‑the‑job sales coaching for employees by having a traceable coaching process.
• Manage the resource capacity planning and implementation.

• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Co‑create and implement business processes and systems to achieve sales targets and improve customer experience.
• Build and maintain excellent relationships between own team and key internal external stakeholders.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Ensure professional services are provided; where expectations are managed in terms of outcomes.
• Implement Quality Assurance findings.

• Ensure process, product and systems optimisation is prioritised in order to deliver targeted strategic advantage.
• Establish and promote healthy vertical and horizontal business processes that ensure efficient and effective client delivery within set expectations and agreed performance standards in the area of accountability and the overall optimisation of the value chain.
• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, advise the business on corrective solutions to mitigate risks and improve the customer experience whilst complying with governance requirements.

• Ensure project and change initiatives meet objectives on time and on budget by increasing broker, customer or employee adoption and usage.
• Responsible for implementing change management strategies and plans that maximise employee adoption and usage and minimise resistance to drive faster adoption, higher ultimate utilisation of and proficiency with the changes that impact brokers / customers and employees by increasing benefit realisation, value creation, ROI and the achievement of results and outcomes.
• Provide direct support and coaching to all direct reports.

• Deliver the allocated part of the operation within agreed budgets, service levels and business targets sales.
• Contribute to the development and implementation of fit‑for‑purpose budgets.

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the HR and IT teams to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Ensure training and development plans are maintained for all team members.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.