Customer Service Manager

2 weeks ago

Cape Town, Western Cape, South Africa Ikusasa Recruitment Group Full time
Our client is looking for a customer service manager who has with 5 years' experience in short term insurance industry with 2-3 years managing staff with an extensive knowledge of short Term Insurance to manage a team of service consultants

Salary R pa plus Incentives plus pension plus medical plus Incentives plus 13th Cheque

Experience and Qualifications

  • Matric /Grade 1
  • Business related qualification
  • FAIS Credits qualification list.
  • FAIS Regulatory examination for Representatives (RE5) and/or (RE1) for Key Individual
  • Class of Business (Personal or Commercial)
  • 5 Years' experience in Servicing (Short Term Insurance)
Years' experience in Managing staff in a short-term industry

  • Extensive knowledge of the Short-Term Insurance Industry
    Role Purpose
  • The Service Manager is responsible for the implementation of the strategic plan.
  • To manage and monitor the performance of Service consultants; as well as ensuring that client relationships are maintained and developed with the aim of retaining the correct calibre of clients on the book for as long as possible and reducing the risk of high loss ratio clients or high claimants to the business.
  • The Service Manager is accountable for the Provincial Customer base, growth opportunities and specific demands.
  • To ensure effective capacity management of available resources to achieve higher operational efficiencies.
  • To ensure that the processes in the branches comply with legislative and process requirements.
  • Achievement of required audit scores (branch effectiveness evaluation and critical risk evaluation).
  • To work along with staff to enhance skills levels and create a healthy work environment. Contracting and achieving of training and development plans.
  • Manage, monitor, and control the team's delivery on Service Level Agreements made with clients.
  • Manage, monitor, and control the team's execution of client requests, concerns, and queries.
  • Act as an escalation point to the team in addressing and resolving client queries.
  • Manage and monitor productivity relating to Key areas within the branch.
  • Ensure team's adherence to correct procedure and protocol when following up on and attending to queries.
  • Analyse the Client Service processes and identify opportunities for improvements; implement improvements within the team.
  • Identify and report process and system failures and enhancements to improve client experience.
  • Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
  • Ensure effective administration.
  • Implement Corrective Action
  • Manage transformation and employment equity.

Salary:
R650,000.00 per year

Application Question(s):

  • Do you have 23 Years management experience in an insurance company

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