Regional Manager: Life (FAIS)

Regional Manager: is responsible for leading a new high-performing team that supports financial advisors in achieving their sales, client service, and business growth objectives. The role focuses on driving productivity, service excellence, operational efficiency, client engagement, appointment generation, and compliance while ensuring advisors receive seamless administrative and sales support.

• Lead, motivate, coach, and develop Advisor Support Consultants.
• Set clear performance expectations and manage productivity.
• Conduct regular performance reviews, coaching sessions, and development discussions.
• Foster a high-performance, customer-centric culture.
• Manage workforce planning, attendance, leave, and scheduling.
• Drive employee engagement and team morale.
• Ensure achievement of appointment-setting, lead generation, and conversion targets.
• Support advisors through proactive client engagement campaigns.
• Drive execution of sales initiatives and business growth campaigns.
• Monitor advisor pipeline support activities.
• Identify opportunities to increase cross-sell and upsell opportunities.
• Ensure effective management of orphan client campaigns and advisor allocation initiatives.
• Manage daily operations of the Advisor Support Hub.
• Monitor service levels and turnaround times.
• Ensure optimal resource allocation across advisors and branches.
• Implement process improvements to enhance efficiency.
• Manage workflow distribution and capacity planning.
• Ensure exceptional client interactions across all channels.
• Monitor call quality and service standards.
• Resolve escalated client complaints and service issues.
• Drive client retention and relationship-building initiatives.
• Ensure compliance with regulatory and company requirements.
• Monitor adherence to FAIS, POPIA, FICA, and internal policies.
• Conduct quality assurance reviews.
• Manage operational risks and implement corrective actions.
• Track and report on key performance indicators.
• Analyse trends and identify improvement opportunities.
• Present performance reports to management.
• Use data to improve productivity and business outcomes.

• 5–8 years’ experience within financial services, banking, insurance, or wealth management.
• Minimum 2–3 years’ experience leading a sales support, contact centre, advisor support, or client service team.
• Proven experience managing performance against sales and service targets.
• Experience with workforce management and operational planning.
• Experience analysing and interpreting performance data.