Manager: Policyholder Services Department, R30k pm + benefits, Sandton

SUMMARY:
Call Centre, Claims Processing, Data Management, Quality control and Customer Services.

POSITION INFO:

 

Our client is a Sandton-based short-term insurance company. It provides financial services as added benefits to the core service sit provides to its distinct captive market.   .

 

Responsibilities:

• Oversee, in conjunction with the General Manager, the entire management of operations in Policyholder Services Department, comprised of the following areas: Call Centre, Claims Processing, Data Management, Quality control and Customer Services.
• Develop detailed understanding of all departmental processes and be willing to provide backup support and assistance to staff as and when required.
• Ensure that new business is sufficiently administered in accordance with strict processes and procedures.
• Ensure that all customer queries and call escalations are handled in a satisfactory manner.
• Ensure that all customer grievances are sufficiently handled. Accept accountability for resolving grievances and complaints in a satisfactory manner and in accordance with company policies and procedures.
• Ensure timely escalation of serious issues to General Manager.
• Referring all matters entailing legal litigation, or possible legal litigation to the General Manager, or in his/her absence, to the appropriate legal officer.
• Ensure that all monthly operational and audit meetings are held. Compile and submit monthly reports within strict timeframes.
• Compilation and maintenance of all departmental standard operating procedures.
• Compilation and maintenance of all departmental call scripts.
• Ensure business strategies are implemented at a practical business level and guide the delivery of day-to-day operations.
• Ensure good governance, risk management & compliance within department.
• Ensure consistency of delivery on required business outputs for Policyholder Services.
• Implementing corrective and/or disciplinary action as may be required.
• Highlight operational inefficiencies and guide continuous improvement.
• Build and maintain effective relationships with stakeholders, both internal and external.
• Suggest required procedural changes to ensure optimum outcomes of operational processes.
• Suggest required systems changes and developments to ensure optimum use and outcomes of all electronic systems.
• Test new system development and assess staff readiness before implementation.
• Provide input for budgeting purposes and aid in the adherence to set budgets.
• Manage the required resources to enable business performance & achieve business objectives.
• Assist with projects / ad hoc tasks as and when required.
• Monitoring of leave submissions for department, ensure all areas are sufficiently staffed at all times.
• Comply with appropriate dress code and codes of conduct and ensure that all staff under your care also adheres thereto.
• Comply with Company and Department Specific Rules and ensure that all staff under your care also adheres thereto.

Requirements:

• National Senior Certificate (Grade 12).
• Tertiary qualification in Management would be beneficial.
• RE5 – Registered Representative meeting all Fit and Proper requirements.
• Minimum of 5 years’ experience in the Short-Term Insurance industry.
• Minimum of 2 years’ experience as an Authorised Representative.
• Minimum of 3 years managerial or similar leadership experience.
• Must exhibit a keen knowledge and understanding of insurance principles, regulatory and legal requirements.
• Strong computer skills, with advanced skill in Microsoft Excel.
• Excellent written and verbal communication skills.
• Must be self-driven, dedicated and meet deliverables within strict timeframes.
• Apprehension of multiple languages would be of great benefit.

 

Remuneration:

R30k per month plus benefits

 

How to Apply

 

Please e-mail your CV to Colin Khomeliwa . The title of the position you are applying for must appear in the subject line of the e-mail. The Closing date for applications is 12:00 noon on Wednesday 17 March 2021.

We reserve the right to proceed with interviews as soon as the suitable candidates are identified, without the unnecessary observance of the closing date.

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NB! This job is now closed. You can apply for other jobs by uploading your CV.

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