{"id":4079466,"url":"https://alion.io/job/1life-team-lead-customer-services","title":"Team Lead-Customer Services","company":{"id":2328156,"name":"1Life","domain":"1life.co.za","url":"https://alion.io/company/1life-co-za","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"MCI DirectHire","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-11T12:00:00Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T16:38:02Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Description\nABOUT THE COMPANY\nWhen 1Life launched in 2006, we shook up the insurance industry with our fresh, customer-focused approach - offering\naffordable, simple and convenient insurance products direct to South Africans. We have evolved over the years from\nbeing a direct life insurer to becoming a multi-distribution insurer in 2013. We are always innovating, always looking for\nways to meet South Africans’ evolving needs and change lives for the better.\nEverything we do is geared towards making it simpler for our customers to make smart choices and to protect and grow\ntheir wealth. Take a look at some of our industry “firsts”:\nthe first company to sell life insurance direct to the public online and through our mobi site\nthe first life company to launch a USSD policy management service for life policyholders\nthe first to introduce HIV testing via saliva instead of blood tests\nJOB PURPOSE\nManage a team of Customer Services Consultants to ensure effective delivery of service to all levels of inbound and\noutbound client interactions.\nRESPONSIBILITIES\nOperations Management: Provide operational support services and sometimes act as first-line supervisor of a\ntransactional operations area. Involves using existing systems and protocols.\nLeadership and Direction: Explain the local action plan to support team members in their understanding of what needs\nto be done and how this relates to the broader business plan and the organisation's strategy, mission and vision;\nmotivate people to achieve local business goals.\nWork Scheduling and Allocation: Assign short-term work schedules to a team of subordinates in order to achieve\nexpectations while following established timelines.\nPerformance Management: Monitor the performance of the team; allocate work and review completion, take\nappropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management,\nappraisal and ongoing individual coaching to maintain service delivery standards.\nCustomer Service: Act as first-line supervisor of a team providing customer service support, and play a key role in\nhelping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable\nissues. Clients treated according to Treating Customers Fairly principles.\nStakeholder Engagement: Assist with stakeholder engagement by arranging actions, meetings, events, and supporting\nmaterials to promote stakeholder understanding and commitment. Liaise with relevant internal stakeholders to ensure\nservice delivery, addressing any policy, system or process concerns.\nInsights and Reporting: Prepare and coordinate the comprehensive completion of various data and analytics reports.\nPresent these at management meetings along with recommendations\nPersonal Capability Building: Develop own capabilities by participating in assessment and development planning\nactivities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant\nexternal regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.\nClient & Supplier Management (External): Help senior colleagues manage client and customer relationships by using relevant client platforms.\nOperational Compliance: Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.\nBEHAVIORAL COMPETENCIES\nDirects Work: Provides direction, delegating, and removing obstacles to get work done. For example, confirms mutual\nagreement on accountabilities, fostering strong coordination and minimizing duplicated efforts. Communicates delays or\nproblems early so others can manage their own work schedules effectively.\n*Drives Results**: Consistently achieves results, even under tough circumstances. For example, emphasizes the\nimportance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors.\nProvides assistance or encouragement to help others over obstacles.\n*Ensures Accountability**: Holds self and others accountable to meet commitments. For example, measures and\ntracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and\nenforces, goals, policies, and procedures.\n*Interpersonal Savvy**: Relates openly and comfortably with diverse groups of people. For example, recognizes even\nsubtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal\nsituations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.\n*Plans and Aligns**: Plans and prioritizes work to meet commitments aligned with organizational goals. For example,\nstrengthens alignment and coordination between own work and others', providing well-sequenced activities and exact\ntime frames. Foresees and resolves many potential bottlenecks and delays.\nSituational Adaptability: Adapts approach and demeanor in real time to match the shifting demands of different\nsituations. For example, sees even subtle cues to adapt; deploys a wide range of behaviors to stay effective.\nExemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations.\n*Communicates Effectively**: Develops and delivers multi-mode communications that convey a clear understanding of\nthe unique needs of different audiences. For example, tailors communication content and style to the needs of others.\nPays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.\n*Being Resilient**: Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent\ncomposure and professionalism, even in very difficult situations; acts as a steadying force or role model for others.\nSkillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.\nBuilds Networks**: Effectively builds formal and informal relationship networks inside and outside the organization. For\nexample, draws upon own network to gain insight, build support, and achieve outcomes. Leverages networks to identify\nindustry experts, explore some best practices, and exchange ideas and knowledge.\nDemonstrates Self-Awareness**: Uses a combination of feedback and reflection to gain productive insight into\npersonal strengths and weaknesses. For example, seeks balanced feedback from others and is receptive to both\npositive and constructive views; applies insights from feedback. Knows own strengths and limits and how own style\nimpacts others.\nAction Oriented**: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and\nenthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities\nthat benefit the organization.\nCustomer Focus**: Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.\nInstills Trust**: Gains the confidence and trust of others through honesty, integrity, and authenticity. For example,\ndemonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments despite competing priorities and by being honest and straightforward.\nManages Conflict**: Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.\nDecision Quality**: Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.\nBusiness Insight**: Applies knowledge of business and the marketplace to advance the organization's goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.\nSelf-Development**: Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, creates a development plan that states clear goals and the tactics to achieve them. Gathers information on where to focus. Makes efforts to apply new skills on the job.\nJob Requirements\nGeneral Education:\nGrade 12/ SAQA Accredited Equivalent (Essential)\nRE5 (Essential)\nFAIS Accredited - Minimum 120 credits (Essential); Advanced Certificate/Degree in related field (Advantageous)\nGeneral Experience:\n3 or more years Customer Service experience (Essential); Experience in a Long-Term Insurance environment (Advantageous)\n Managerial Experience: 2 or more years people management experience (Essential)\nADDITIONAL INFORMATION\n*SAQA Accredited Equivalent - it is the onus of the applicant to provide 1Life and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. *Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.","description_format":"text","description_chars":10121,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-11-11T16:38:02Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:1","win:early"],"computed_at":"2026-11-11T17:56:13Z"},"pay":null,"html_url":"https://alion.io/job/1life-team-lead-customer-services","json_url":"https://alion.io/job/1life-team-lead-customer-services.json","meta":{"generated_at":"2026-11-11T17:56:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34320,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2328156},"rest":"https://alion.io/mcp/rest/get_company?id=2328156"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2F1life-team-lead-customer-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2F1life-team-lead-customer-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2F1life-team-lead-customer-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/1life-team-lead-customer-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2F1life-team-lead-customer-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4079466}},{"tool":"search_jobs","arguments":{"company":"1life.co.za","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4079466},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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