Team Leader Coach - Retentions

About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery.  Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society. 

About Discovery Vitality RSA
Vitality is at the heart of Discovery’s shared value model and aims to reward members for positive behaviour change. Vitality is a global thought leader in wellness and encourages members to live healthier lives. Vitality operates in a fast-paced and agile environment and has remained at the forefront of wellness thought leadership by delivering cutting edge innovation through bi-annual product launches. Within the team of 500+ creative minds, projects span across all areas, including marketing, finance, data, people, MIS and actuarial, servicing & operations, systems, strategic programs and wellness – providing opportunities for a holistic experience. Vitality partners with leading partners to provide members with a superior rewards experience, providing a dazzling service to our members. In all they do, Vitality people pride themselves in living the Discovery values and championing its core purpose of making people healthier and enhancing and protecting their lives whilst being the everyday ambassadors.

Job Purpose 
The role of the Retentions Team leader at Vitality South Africa is to lead and motivate a team of high-performing retentions specialists, in order to reduce the number of lapsed memberships and drive up member engagement.

Key Outputs may include but are not limited to: 

• Manage the Retentions Inbound & Outbound Contact Centre and administration functions
• Daily distribution of leads
• Monitor work allocation in order to drive performance and meet the relevant KPIs
• Relationship building with staff to achieve objectives
• Drive results and solutions through the team
• Responsible for the performance management of staff
• Build the team and identify talent
• Monthly assessing (QA’ing) of calls
• Use innovation to continually improve retentions and to achieve continuous improvements in business efficiency
• Daily/ weekly/ monthly coaching of team members
• To drive a positive team morale, growth within the team.
• Manage staff recruitment and training needs and also ensure team resourcing is adequate at all times
• Provide accurate and timely reporting to relevant business areas regarding lapses, and retention activities
• Keeping abreast of best practice across the group, and globally.

Education and Experience 

• Matric - essential
• Minimum 1 year experience in a leadership role;
• Business degree advantageous
• Minimum of 1 year conservations experience – Advantageous
• Proficient in MS Office
• Advanced Office - advantageous

Personal Attributes and Skills

• Passionate about Vitality, the Discovery group, and its strategic objectives
• Proven sales track record
• Retentions experience in a call centre environment
• Can lead and motivate a team
• Able to multitask and meet allocated deadlines daily
• Consistently meets deadlines
• Excellent interpersonal skills
• Excellent time management skills
• Results-focused & Target driven
• Sets the highest standards
• Takes initiative and works independently
• Provides others with clear direction
• Implements new and useful changes and ideas
• Accepts and tackles demanding goals and targets with enthusiasm
• Strong with numerical concepts and data analysis
• Excellent verbal and written communication skills
• Good formal presentation skills
• Good meeting and training skills
• Relationship building and Networking skills.
• Negotiation Skills

The Discovery Leader; at Discvoery Leaders;

• Believe in the Core Purpose and live the Values – no one is above them
• Recruit the smartest. Liberate the best in who they lead – nothing is more important than our people
• Balance performance, people, humility
• Commit to Innovation and Prudence – with Optimism
• Set bold goals and have a bias for action – they model excellence in everything
• Ensure that the business case prevails. They think and act like owners
• Are clear and inspiring – if they can’t communicate, they can’t lead
• Debate everything, challenge anything but always follow the chosen path
• Do the right thing

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.