Office/operations Manager

Our client, based in Pretoria, who is a Financial Services Provider in the Insurance Industry, is looking to appoint an Office/Operations Manager to oversee the general office management of the company. This includes supervision of the call centre, the financial accounting function and the claims administration function, as well as being responsible for maintaining and strengthening relations with the company's clients. A summary of responsibilities is as follows: Responsible for the management of the Call Centre / Supervisor: - Oversee daily management of the call centre. - Recruitment, placement and development of the Call Centre agents in conjunction with the Call Centre Supervisor; - Optimal use of the "Call Centre" systems; - Ensuring optimal handling of calls per day; - Responsible for achieving the monthly target; - Maintaining an optimal conversion rate of leads to sales; - Ensuring optimal efficiency and professionalism from all the Call Centre Operators in their interactions with clients; - Ensure adherence to the Code of Conduct and all policies and procedures of the underwriters, FAIS and FICA. (including PPR, TCF etc). Overall responsible for the handling of Credit Life Insurance admin requests: - Ensure that the correct procedures are followed; - Ensure that the correct forms are completed; - Ensure professional interaction with the Underwriter and Banks; - Responsible for preventing duplicate payments; - Responsible for all applicable Legislative Governance Requirements as part of the Key Individual role. Overall responsible for handling claims and non-payments: - Ensure that good relationships are built with insurance companies and Banks; - Ensure that there are appropriate systems in place to minimize the number of non-payments. - Ensure that DCCP deal with claims in a professional and effective way; - Follow-up and management of total process of non-payers. Development and Maintenance of good relationships with DC’s & clients: - Ensure professional and optimal contact and relationships with client companies; - Dial-up and optimal use of customer databases; - Ensure confidentiality of database information. Policies and Procedures: - Responsible for the establishment of all applicable policies and procedures; - Responsible for the development of new processes and systems to achieve optimal progress and growth. Monthly Bordereaux Reporting - Binder Functions: - Resonsible for effective and accurate monthly reporting of membership data, premium and claims. - Oversee data calculations for beneficiary split calculations Personal Effectiveness - Accountable for service delivery through own efforts. - Responsible for prioritising and scheduling, tasks and output quality. - Make increased contributions by broadening individual skills. - Collaborate effectively with others to achieve personal results. - Accept and live the company values. Ensure that all telephone & fibre connections are in place and stable Sign-off on all incentive scheme / bonus calculations Sign-off on all salary schedules Qualifications & Experience Required - Grade 12/matric - RE1 & RE5 (Key Individual) - At least 5 years of Call Centre Supervisory experience - Very good with Excell spreadsheets - Very good with Financial Accounting skills **Salary**: R25,000.00 per month Ability to commute/relocate: - Pretoria, Gauteng: Reliably commute or planning to relocate before starting work (required) Application Question(s): - Do you have a RE1 & RE5 (Key Individual) qualification? **Education**: - High School (matric) (required) **Experience**: - call centre supervisory: 5 years (required) - Bookkeeper/Accounting: 3 years (required) - Insurance claims administration: 2 years (required) - excell spreadsheet: 3 years (preferred)