Team Leader - Sales

Key Purpose

The Team Leader Central Sales is a high-impact role designed to drive revenue growth while maintaining operational excellence. Your primary objective is to provide the strategic structure and tactical support necessary to exceed sales targets while ensuring a seamless, world-class client journey from lead to finalization

Key Responsibilities

Performance Management

• Drive performance management and accountability.
• Identify consultants' development areas and implement improvement plans.
• Empower consultants to take ownership of their performance and pipeline.
• Provide ongoing training, coaching, motivation, and support.
• Conduct weekly team meetings and performance discussion

Operational Management

• Ensure effective daily management and visibility of the consultant pipeline to drive activity and conversion.
• Support consultants with motivations and interventions to maximise application success.
• Ensure all client complaints are managed professionally, recorded in the Complaints Register, and resolved with clear, actionable outcomes.
• Monitor real-time adherence, ensuring consultants comply with scheduled working hours, breaks, lunches, and login requirements.
• Track quality and compliance performance through QA scorecards, call audits, and operational reporting.
• Meet weekly with QA to review trends, address recurring issues, and implement corrective actions.
• Assist consultants in identifying and generating lead referral opportunities.
• Support deal capture and ITC extraction processes.
• Liaise with internal departments to expedite applications and remove process bottlenecks.
• Assist with motivating declined applications and identifying alternative solutions where possible.
• Assist with resolving client complaints and complex customer queries requiring management intervention.
• Monitor Lead Trackers, RatherChat, and Rate My Service.
• Facilitate calibration sessions with relevant stakeholders.
• Liaise with QA to ensure regular call listening and LOA call assessments.
• Support consultants with deal capture, complex deal structuring, and operational queries.
• Manage escalations relating to New Business, Valuations, and Credit.
• Monitor daily consultant activity through screen reviews and productivity tracking.

Reporting

• Prepare and distribute weekly performance updates and key operational figures.
• Compile and analyse the weekly NTU (Not Taken Up) report, identifying trends and required actions.
• Monitor and report on applications received, submitted, approved, and LOAs, reporting metrics.
• Prepare, maintain, and review the monthly Balanced Scorecard (BSC) to track team and individual performance against key performance indicators**.**

Technical & Strategic Support

• Deal Structuring: Assist in deal structuring, motivating declined files, and assisting with applications that consultants are uncertain about.
• Registration pipeline escalations. Manage registration pipeline to ensure seamless FICA verification and avoiding bottlenecks and delays in lodgement.

Governance and Compliance

• Ensure team is compliant with regulatory, legislative, and internal policy requirements.
• LOA call monitoring and flagging of non compliance.
• Promote adherence to the company’s Code of Ethics, values, and the “Amazing Service” culture.
• Manage behaviors that protect and enhance the company’s reputation and brand.

Systems and Process Management

• Review and maintain complaints registers (internal and external) and implement corrective actions.
• Lead continuous process improvement initiatives to enhance efficiency, client satisfaction, and compliance.

Minimum Requirements

Minimum Education Qualification

· Matric / Grade 12 / National Senior Certificate

Minimum Experience:

• 2 to 3 years’ internal sales experience in the financial services industry or any related industry

Competencies

Technical Competencies:

• Strong commercial acumen
• Project coordination and delivery
• Analytical and problem-solving ability
• Intermediate Microsoft Office and Excel proficiency
• Quality and service orientation
• Negotiation and influencing skills

Behavioural Competencies:

• Excellent communication and relationship-building skills
• Participative and empowering leadership style
• Accountability and ethical conduct
• Adaptability and openness to change
• Proactive and results-driven mindset
• Ability to work independently and under pressure

Policy:

We are committed to Employment Equity when recruiting internally and externally.

Work Location: In person