Client Service Manager (Personal Lines)

Aon Hewitt; Johannesburg; Hybrid; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player is seeking a Client Service Manager to lead a dynamic team in the Personal Lines department. This role offers the opportunity to drive business strategy, enhance client satisfaction, and foster a high-performance culture. The ideal candidate will possess extensive knowledge in personal lines insurance and demonstrate strong leadership and communication skills. With a focus on professional development and a supportive work environment, this position is perfect for someone looking to make a significant impact while enjoying a flexible working style. Join a diverse and innovative workplace that values your wellbeing and work-life balance.

Benefits

Global Wellbeing Days

Flexible working style solutions

Comprehensive benefits package

Qualifications

• 5-10 years of experience in personal lines insurance required.
• Management experience in the short-term insurance industry is preferable.

Responsibilities

• Lead and manage a team to achieve client satisfaction and revenue growth.
• Drive business strategy and maintain high standards of client service.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Leadership Skills

Conflict Management

Coaching and Mentoring

Adaptability

Education

Grade 12 (matric)

Bachelor's degree

Tools

MS Word

MS Excel

Job description

Client Service Manager

Do you have extensive Personal Lines knowledge and experience?

Ready for the next step in your management career?

Read on! Aon South Africa is recruiting a Client Service Manager in our Personal Lines department, based on a hybrid basis, from our Head Office in Sandton.

The role of the Client Service Manager is to lead and manage a team within a business unit or branch, in order to execute applicable strategies.

What the day will look like

1. Forms part of the Affinity leadership team in contributing to and driving business strategy.
2. Drives achievement of branch growth and profitability targets.
3. Responsible for strategy to maintain and improve client satisfaction, client retention and revenue growth.
4. Has management responsibility for a team ensuring high standards of client service are efficiently and compliantly met, providing support and guidance.
5. Implementing processes to ensure adherence to Operating Standards, Underwriting Criteria and Service Level Agreements.
6. Primary point of contact for clients resolving complaints and queries.
7. May be responsible for a portfolio of client accounts and manages and co-ordinates all related activities in managing the team productivity and efficiency.
8. Contributes to the growth of new business by finding opportunities to upsell and cross sell to both existing and new clients.
9. Manages campaigns to achieve desired outcomes.
10. Building a high-performance culture with a cohesive, motivated, and committed team to ensure retention of talent and succession planning.
11. Builds technical skills of staff through knowledge transfer.
12. Responsibility for understanding the short-term insurance needs of the high net worth client.
13. Responsible for engaging in audits of telephonic and online discussions, renewal preps, face to face meeting documentation and desk audits- with a view to monitor the accuracy of work, the quality of advice and adherence to MOS, underwriting mandates, and processes.
14. Providing consultants and Business Unit Manager with monthly reports and audit feedback.
15. Scheduling 4X4 feedback sessions with consultants to measure progress and identify areas of development.
16. Facilitates Underwriting Manager function for referrals to the Underwriter and system overrides.
17. Responsible for resource planning of staff – work times, training rosters, etc.
18. Ongoing coaching and mentoring of consultants to ensure the ability and professionalism of all staff to provide expert advice and service.
19. Leading the credit control process.
20. Manage the rejection process.
21. Engaging in regular review meetings with the team to minimise and eradicate errors and omissions.
22. Responsible for engaging in business development and/or contributing directly or indirectly to all business development efforts in Aon South Africa.

Skills and experience that will lead to success

Qualifications: Grade 12 (matric). A Bachelor's degree is preferable. Registration as a representative with the FSCA in terms of the FAIS Act.

Knowledge: Digital literacy with advanced experience in MS Word and Excel. A solid understanding of relevant product offerings in the short-term insurance industry. Know-how in respect of compliance and quality control in the insurance environment. An excellent functional knowledge of policy wordings. Knowledge enabling the incumbent to confidently articulate Aon's proposition.

Skills and Attributes: Well-developed analytical and technical and problem-solving skills. Well-developed written and verbal communication skills. Good meeting facilitation and leadership skills. Well-developed interpersonal skills. Well-developed decision-making skills. Well-developed ability to work effectively in and with teams. Learning agility. Display coaching and mentoring capabilities. Conflict management experience. Adaptability.

Experience: Have a minimum of 5 to 10 years' experience with personal lines insurance. Have significant experience in the short-term insurance industry. Management experience in the short-term insurance industry preferable.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon.

Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself.

We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it.

We call this Smart Working! Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.