Client Services Manager

Badger Holdings (Pty) Ltd; Springs; On-site; ZAR 700,000 - 900,000; Full time

Job summary

African Independent Brokers (AIB) in Springs, South Africa, is seeking a Client Services Manager to lead a busy insurance call centre, owning performance, service delivery, and team capability.

You will develop Team Leaders and Consultants, manage service levels and client experience, handle escalations, and drive improvements through coaching, audits, and training to ensure compliant, high-quality service. This role sits on-site at Springs.

Responsibilities

• Lead a client services team in a busy insurance call centre with full accountability for performance, service delivery, and team capability.
• Lead and develop Team Leaders and Consultants.
• Own service levels, call quality, and client experience.
• Step into escalations and resolve issues thoroughly.
• Identify gaps and fix what’s not working.
• Drive performance through clear targets, coaching, and accountability.
• Work closely with ops, sales, and partners to keep everything aligned.
• Ensure adherence to regulatory requirements by means of audits and quality assurance.
• Support the training, onboarding, and development of team members to ensure consistent capability and service excellence.
• Monitor key performance indicators, including customer satisfaction, retention, call quality, and operational productivity, and implement action plans where needed.
• Manage daily operational workflows, workforce planning, and resource allocation to maintain efficiency and service levels.

Job description

Client Services Manager (Insurance Call Centre)

African Independent Brokers (AIB)

Location: Springs, East Rand (on-site)

This isn’t a “keep things ticking” role, this is a build, lead, fix, and elevate role.

AIB is creating this position to strengthen leadership in our internal operations. We need someone who can step in, take ownership, and raise the standard of how we serve our clients, in every call, in every interaction, in every day.

What You’ll Be Stepping Into

• You’ll lead a client services team in a busy insurance call centre environment’ with full accountability for performance, service delivery, and team capability.
• Lead and develop Team Leaders and Consultants
• Own service levels, call quality, and client experience
• Step into escalations and resolve issues thoroughly
• Identify gaps and fix what’s not working.
• Drive performance through clear targets, coaching, and accountability
• Work closely with ops, sales, and partners to keep everything aligned
• Ensure adherence to regulatory requirements by means of audits and quality assurance.
• Support the training, onboarding, and development of team members to ensure consistent capability and service excellence.
• Monitor key performance indicators, including customer satisfaction, retention, call quality, and operational productivity, and implement action plans where needed.
• Manage daily operational workflows, workforce planning, and resource allocation to maintain efficiency and service levels

This role sits at the centre of operations, where people, process, and performance meet.