Business Quality Assurance Specialist / Business Excellence Specialist

Description
Our Financial Services Provider is the Agency Distribution Channel for a large insurer. We are looking for skilled candidates which are able to assist our FSP in strengthening quality controls by enhancing the sales force’s capability to deliver, improve and exceed on business standards.

Role Purpose
The successful incumbent will be responsible for driving business excellence within the national sales distribution channel with specific focus on identifying potential training development gaps, improving quality of business generated, and reducing overall business operational risks. Assist the day to day operations to ensure that processes, business rules and policies are being adhered to across all operations and strive to improve efficiency and conformance to standards and governance practices.

Responsibilities and work outputs

Quality of Operations

• Source and collate relevant operational data from various internal sources.
• Assess and identify team qualitative risk areas (eg. lapse ratios, and submission standards, and training development gaps) within the FSP’s
sales distribution.
• Analyse operational data and trends to identify inefficiencies.
• Identified and document outliers.
• Generate monitoring plan and schedule per team and region.
• Communicate monitoring plan to relevant parties.
• Collate and prepare interventions per team/region.
• Conduct monitoring and team audits onsite, to identify root causes.
• Conduct and document Representatives monitoring in line with qualitative and quantitative KPIs
• Conduct and document Team leader monitoring in line with qualitative and quantitative KPIs
• Conduct and document Sales manager monitoring in line with qualitative and quantitative KPIs
• Conduct knowledge and skills assessments
• Conduct FSP assets resource assessments
• Conduct, analyse and report on 360 employee surveys
• Coach identified employees to set business standards
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management
• Provide support to team members by finding solutions to problems and recommending appropriate actions
• Drive operational efficiencies through leadership, coaching and mentoring of representatives and management teams.
• Provide timely and clear feedback on contracted outputs and recommend appropriate action where applicable.
• Liaisons with other business unit’s management (e.g. training, sales, operations, quality, compliance) to ensure FSP objectives are met.
• Communicate effectively by sharing information on effective practices, competitive intelligence, business opportunities and needs.
Reporting
• Prepare and distribute appropriate reports according to set schedule to relevant parties.
• Preparing weekly, monthly, quarterly and annual reports and trend data to communicate outcomes of quality activities and maximise
operational performance and efficiencies.
• Providing feedback to line managers for coaching sessions on quality issues identified as well as identifying training needs and reporting on
training interventions required for business to meet its quality standards.
• Ensure that the principles of TCF are delivered across FSP’s sales function.

Competencies required

• Collaboration
• Attention to detail
• Planning and organising skills
• Leads Change and Innovation
• Drive for Results
• Impact and Influence
• Reporting and Interpretation
• Sales skills, Prospecting, Persuading and influencing
• Presenting and communicating information
• Adapting and responding to change
• Coping with pressures and setbacks

Experience and Qualifications

• Matric (Compulsory)
• Tertiary qualification preferable, Business or FAIS Qualification or equivalent
• Minimum of 2 years insurance field sales experience and/or Training and/or Quality experience
• Proven experience working with large sales teams or smaller teams
• (+25 representative representatives or more but also one-on-one)
• Computer literacy in MS Office especially Excel and PowerPoint
• Excellent written and oral skills in English and additional African languages
• Valid drivers’ licence and own reliable vehicle.
• Will be required to travel out of town.

Should you not hear from us within 2 weeks of application, please note that your application has been unsuccessful.