Regional Service Manager

5 days ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time R1 200 000 - R2 400 000 per year
Regional Service Manager -  Port Elizabeth, Durban & Cape Town (Coastal)

Our client helps people grow their savings, protect what matters to them and invest for the future. They help companies and organisations care for and reward their employees and members.

Role Purpose    

To lead and assume operational responsibility for several teams within the Dedicated Client Service area. These teams include, but are not limited to, Port Elizabeth, Durban, and Cape Town (Coastland) focusing on Dedicated/Personal client service, and client retention, for both Priceless and Envoy products as well as the Commercial Product.

Requirements  
  • Matric/Grade 12 qualification
  • NQF level 7
  • 5 years client service experience
  • 5 years' experience in Short Term Insurance industry
  • 5 years management experience with strong leadership qualities
  • Computer literate (Advanced excel skills - you will be expected to do projections, graphs etc.)
  • Experience in strategic planning.
  • Excellent track record within current department
  • FAIS Accreditation/compliant (proof of credits required)
  • Key Individual Qualification (RE1) will be beneficial.
  • 18 CPD (Continuous Professional Development) points
  • The ideal candidate must have knowledge and insight about the Service environment (having managed more than one operational client service department will be highly beneficial)
Duties & Responsibilities
  • Identify the key issues that drives business success.
  • Work closely with the National Head of Services and other stakeholders to deliver on all the strategic objectives delivered by the services area.
  • Strategic planning: set overall goals and objectives for the service area and create a plan to achieve them.
  • Provides clear purpose, strategic direction and objectives for managers and team members.
  • Implement, monitor, deliver and refine strategic plan/s with appropriate resolution and share outcomes with business to increase client experience.
  • Creates and maintains an open, positive working environment by generating commitment, building trust, a shared sense of purpose, empowerment in others and encouraging them to contribute to the best of their ability.
  • Build and maintain relationships with key stakeholders, managers, and team members to deliver on service level agreements with regards to professionalism, accountability, and competitive targets.
  • Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
  • Continuous improvement of training methods, performance measurement systems, underwriting standards etc.
  • Budgeting; Staffing: execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted and executed across the service area.
  • Select and recruit suitably qualified talent in line with Employment Equity principles and company values.
  • Leadership development: takes responsibility for own development; and actively mentors, coaches and develops talent in others.
  • Change Management and innovation; actively leads change, does what is right for the business and drives continuous improvement through innovation.
  • Effectively manage performance across the service area to ensure that business objectives are achieved.
  • Effectively drive performance management, including management of disciplinary process.
  • Ensure risk management, governance, and compliance across the service area.
  • Management reports
Competencies  
  • Innovative
  • Strategic and operational leadership ability and know how.
  • Leading through vision and values
  • Critical thinking
  • Problem solving; solution; results and deadline driven.
  • Risk management and governance.
  • Organized
  • Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure and provides perspective in difficult situations.
  • Tenacity and Resilience
  • Ability to work optimally in a fast pace and highly stressful environment.
  • Maintain a positive working environment by generating commitment, building trust, creating a shared sense of purpose.
  • Ability to work across divisions, and integrate cross-functional initiatives, to achieve a collective vision.
  • Ability to work in a team environment.
  • Sensitive to individual and cultural differences.
  • Excellent interpersonal and communication skills (written/verbal)
  • Impact and Influence - persuades, convinces, influences, and aspires others.
  • Accountable - driving a sense of urgency, focus, agility, and execution to deliver business results.
  • Anticipates, meets, and exceeds client needs by creating long lasting relationships that support the client value proposition, supports their financial wellness, and ensures client centricity.
  • Enthusiastic and passionate about the end-to-end client experience
If you meet the above requirements, kindly send your updated CV to

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