Client Care Manager
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Location: Centurion, Gauteng
Our client helps people grow their savings, protect what matters to them and invest in the future. They help companies and organizations care for and reward their employees and members. Through their own network of advisors or independent brokers and utilizing new platforms, Momentum Group provides practical financial solutions for people, communities and businesses.
Role Purpose
Lead and assume operational responsibility for several teams within the Client Care Department (Intermediary focused Call centre, focusing on Personal and Commercial product servicing).
Roles and Responsibilities
- Target setting
- Budgeting
- Planning
- Shifts
- Quality etc.
- Team Leader development
- Department staffing, Recruitment and Selection
- Performance management, including management of disciplinary processes,
systems and underwriting standards, etc
- Management reports
- People management
- Relationship management with various stakeholders i.e. intermediaries nager: Client Care at Momentum Insure
- Strategic and operational leadership ability and know how
- Organised, self-disciplined and self-motivated
- Results and deadline driven
- Coaching skills
- Tenacity and resilience
- Ability to work in a team environment
- Excellent interpersonal and communication skills (written/verbal)
- Judgment and problem-solving skills
- Computer literate
- Take ownership and responsibility
- Leading through vision and values
- Enthusiastic about the job and the company
- Excellent track record within current department
Experience and Qualifications
- Relevant qualification will be highly beneficial
- FAIS accreditation
- Advanced Excel skills (You will be expected to do projections on graphs etc.)
- The ideal candidate must have knowledge and insight about the Client Care department (having management experience in more than one operational Client Care Department would be highly beneficial)
- 5 years’ managerial experience (essential)
- Experience as a Department Manager will be an advantage
- Broker Servicing Management experience (advantageous)
- Relevant experience and accreditation in personal and commercial product (essential)
- FAIS Regulatory examination RE1 (Key Individual exam) will be an advantage
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