Candidate with Short Term Insurance qualifications, RE and minimum 8 years’ relevant industry experience, specifically in a Call Centre Management or Supervisory role, required to manage the Short Term Insurance Personal Lines Client Care Centre.

Minimum requirements:
• Full NQF4 Short Term Insurance qualification or minimum FAIS credits obtained before 2010
• RE5 essential
• KI highly advantageous
• Minimum 8 years’ Short Term Insurance experience essential
• Previous Client Care Centre / Call Centre Management or Supervisory experience required

Responsibilities:
• Manage support and develop a team of Service Consultants servicing and advising stakeholders – brokers and clients
• Manage and improve service delivery and streamlining operational processes
• Create efficiency to call volumes
• Manage lead generation and closing of new business
• Wokflow management
• Manage renewals and process compliance
• Manage team’s performance
• Build relationships with Team Leaders to correct operational issues and performance concerns
• Achieve company growth objectives – lead generation, sales, renewals, endorsements, VAP’s
• Attract, motivate, coach, develop team members
• Ensure compliance to contracted SLA and optimized processes
• TCF management
• Monitor and analyse data and daily/weekly/monthly reporting
• Statistical analysis to track performance variations
• Manage and report of Department’s performance against budget
• Ensure adherence to legislation and internal policies
• Staff morale
• Skills development and succession planning