Service Manager

2 weeks ago

Johannesburg, South Africa The Recruiters Full time

**Title**:
**Service Manager - Centurion,JHB - R50k pm CTC Depending on experience**:
**Salary**:

- 50000

**Description**:

- Our client a well-established Insurance company with offices based in Centurion is looking for an experienced Service Manager to join their team.
- Role Purpose
The Service Manager is responsible for the implementation of the strategic plan and to manage and monitor the performance of
- Service consultants. The SM will also ensure 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 also accountable for the Provincial Customer base, growth opportunities and specific
- demands.
- Duties/Responsibilities:

- 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 transformation and employment equity.
Responsibilities and work outputs
- Internal Process:

- 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 area\\\\\'s within the branch
- Manage cancellations in line with company policies and procedures
- 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 Loss Ratios and Branch Profitability
- Underwriting and Post-Loss Implementation

Client:

- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client
expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client
service.
- People:

- Effectively manage a team to deliver quality service to clients.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving team cohesiveness and performance.
- Personal development plans for staff

Financial Responsibility:

- Authorization to offer client up to 25% discretionary discounts
- Authorization of refunds
- Back dating of amendments up to 365 days max. (back date cancellation of policies)
- Credit control - monthly and annual policies, ensure refunds are paid - authorize cancellation of amounts due on cancellation of
policy
- Service consultant\\\\\'s incentive reports, growth of service consultant\\\\\'s book and up selling (lost renewal/ growth/ incentives/ loss
ratio) authorization of incentives according to the service consultant incentives.
- Ex gratia authorisation on claims up to R5000

Competencies required:

- Coaching skills
- Directing, understanding and interacting with people
- Ability to work in a pressurized environment and meet deadlines
- Establishing rapport
- Showing composure
- Team work
- Making decisions
- Resolving Conflict

**Category**:

- Operations

**General Requirements**:

- Matric /Grade 12
- Business-related qualification
- FAIS Credits (min 30 credits in short-term insurance if the date of the first appointment is before 2010); or if the date of first
the appointment is on or after 01/01/2010, a full recognised qualification as per the FSCA qualification list
- FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual
- If you are registered for one Class of Busine

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