CLIENT CARE CENTRE MANAGER

Location: Centurion (Gauteng)
Employment: Permanent
Closing date: 6 July 2018
EE/AA: Not applicable

Overall purpose of the position:
The Client Care Centre Manager will be responsible for management of the Short-Term Insurance Personal Lines Client Care Centre, which will include managing, support and developing a team of service consultants servicing and advising stakeholders, consisting of brokers and client. Further priorities will include managing and improving service delivery and streamlining operational processes to all stakeholders, creating efficiencies relating to call volumes, lead generation and closing of new business, workflow, retentions, renewals and process compliance.

Job Specifications:
• Manage team’s overall performance, determine areas of concern and implement suitable corrective actions
• Build and maintain relationship with Team Leader(s) to correct operational issues or performance concerns
• Effectively manage, support and maintain healthy relationships with internal and external stakeholders
• Focus and assist in achieving the company’s organic growth objectives (Lead generation / Sales / Renewals Endorsement / VAP’s). Monitor and improve calls, data and advice quality within the team
• Attract, motivate, coach and develop team members in building a high-performance culture
• Establish and maintain the quality standards that drive client delight and cost efficiency
• Manage and achieve due dates including Ad Hoc projects that may arise from time to time
• Ensure compliance to contracted service levels and optimized processes
• Ensuring that high TCF principles are maintained and complaint resolution are in place
• Monitoring and analysis of data and reporting daily/weekly/monthly
• Apply basic statistical analysis to track performance variations and propose solutions
• Identify variances from bench-marked norms/standards
• Manage and report on the department’s performance against budget
• Ensure adherence to legislation and internal policies
• Manage internal and external relationships
• Monitor and improve staff morale
• Structured skills development and succession planning

Qualifications & Experience:
• Full NQF Level 4 Short Term Insurance Qualification or minimum credits as required by FAIS regulations
• Successfully completed the Regulatory Examinations Level 1 (Representatives), KI advantageous
• A minimum of eight (8) years´ experience in the short-term insurance industry, specialising in personal lines
• Previous Client Care Centre / Call Centre Management or Supervisory experience

Skills/Competencies:
• Excellent management and leadership skills
• Strong verbal and written communication skills
• Strong interpersonal and relationship building skills
• Good problem solving and negotiation skills
• Good industry, product and system knowledge
• Solutions orientated and deadline driven
• High stress tolerance and resilience
• Innovative