Processing Manager (Operations) – Call Centre (Life Insurance)

SUMMARY:
Our client, a dynamic Financial Services Provider seeks to employ a Processing Manager (Operations) – Call Centre Life Insurance, for their Sandton Office

POSITION INFO:

What you’ll be doing if you get the job: As the Processing Manager, you’ll be accountable to manage a specific business team of the company and take responsibility for the business team to execute instructions received via processes within the framework of the Business Area and specific Business Team. The job will also take responsibility to ensure that day to day tasks and outputs and adhoc initiatives are actioned and SLA''s adhered to. This includes ensuring that the service provided to internal stakeholders and external clients is available as per SLA agreed, sufficient planning is performed to ensure capacity for continued task execution and service delivery and being accountable for all activities within the business team of the company. Management of a contact centre and administrative functions.

Who’ll you report to:

• You’ll be based at our head office in Sandton, Johannesburg. You’ll report to the Senior Processing Manager responsible for the company’s Processing Area.
• Your qualifications:
• Tertiary qualification– either a BCom or BA, preferably an Honours degree.

Your experience:

• Min 2-3 years experience at management level preferably within the financial services industry.
• In-depth of Business and Operational Insurance Industry administrative processes
• Accomplished knowledge in the use of general administration systems
• Familiar with Compliance Processes and Procedures in the Insurance Industry

Your duties include:

• Manages the call centre''s team of agents.
• Provide optimal staff capacity with correct skills.
• Contain and improve cost effectiveness of functions provided
• Implementation of agreed initiatives to improve operational efficiency and customer experience
• Insure that the various SLAs are adhered to and delivered at agreed quality standards, set targets to facilitate continuous improvement of both SLA and quality standards
• Monitor external perception rating and ensure that the scores are within the agreed targets
• Identifying and reporting on service failures and errors
• Ensure training and development of staff
• Contribute to the various cross functional forums to help improve efficiencies in other areas
• Ensuring that all correspondence is professional and in line with standards and protocols of the organisation
• Help manage and determine the budget of the business area
• Interact with executive management in other business areas to ensure clear communication and service delivery to other business functions
• Assist with the development of junior and middle management
• Help formulate strategy of business area
• Meets with management to report the progress of the call agent team.
• Ability to work effectively with others and contribute to team task accomplishment

Your skills and character traits:

• Must have excellent leadership and management skills.
• Must have superior written and verbal communication skills.
• Should have excellent problem solving and negotiation skills.
• Must have good math skills.
• Must have strong computer skills and knowledge of basic telephone technology.
• Good organizational skills and attention to detail are essential.
• Must have good interpersonal and active listening skills.
• Exceptional customer service skills are a must.
• Must have strong analytical skills.
• Ability to use the full Microsoft Office suite (Outlook, Excel, word, PowerPoint, Visio) and Adobe
• Project Management experience
• Ability to conduct interviews with prospective candidates with the end result being a successful placement and make decisions relevant after this
• Analysis of business process
• Ability to work in high pressure, stressful situations

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