Head of Refunds, Cash & Collections Operations

AVBOB South Africa; Centurion; On-site; ZAR 900,000 - 1,250,000; Full time

Job summary

AVBOB South Africa is seeking a motivated Department Head to oversee day-to-day operations of the Refunds, Cash Administration and Collections functions. You will coordinate workflows, ensure adherence to policies and procedures, and provide guidance to team members.

You will supervise the teams, monitor performance, assist with budgets, resolve arrears, and prepare reports for management. The role involves interaction with auditors, regulators and policyholders to drive continuous improvement.

Responsibilities

• Supervise and coordinate the daily activities of the Refunds, Cash Administration, and Collections teams.
• Monitor departmental performance and analyse operational statistics to ensure service delivery targets are achieved.
• Assist with the preparation, monitoring, and reporting of departmental budgets.
• Follow up on outstanding premium accounts and ensure timely resolution of arrears.
• Oversee designated General Ledger accounts to ensure accuracy and compliance.
• Coordinate monthly ICT schedules and system-related activities within the department.
• Investigate and resolve escalated queries, complaints, and requests from management, policyholders, brokers, intermediaries, and other stakeholders.
• Compile and submit monthly operational and management reports.
• Respond to escalated complaints from regulatory and industry bodies, including the FSCA, ASISA, and the Ombudsman.
• Review correspondence and documentation prepared by team members to ensure accuracy and professionalism.
• Authorise payments and refunds within approved mandates and company policies.
• Ensure compliance with internal policies, procedures, legislative requirements, and operational controls.
• Maintain and update departmental policies, procedures, and process documentation.
• Perform daily reconciliations and ensure accurate allocation of premiums and balancing of control accounts.
• Liaise with auditors, regulators, intermediaries, and internal stakeholders as required.
• Identify opportunities to improve operational processes, workflow efficiencies, and service delivery standards.
• Participate in system enhancement initiatives, including business requirement gathering, testing, implementation, and user support.
• Prepare and monitor exception reports to identify and address operational risks or discrepancies.
• Provide ongoing coaching, support and guidance to team members.
• Assist with workforce planning, work allocation, and performance monitoring.
• Conduct performance discussions and contribute to employee development initiatives.
• Identify training needs and facilitate skills development within the team.
• Address performance concerns and participate in counselling and disciplinary processes in accordance with company policies.
• Promote a culture of accountability, teamwork, customer service excellence, and continuous improvement.

Job description

AVBOB South Africa is seeking a motivated Department Head to oversee day-to-day operations of the Refunds, Cash Administration and Collections functions. You will coordinate workflows, ensure adherence to policies and procedures, and provide guidance to team members.

You will supervise the teams, monitor performance, assist with budgets, resolve arrears, and prepare reports for management. The role involves interaction with auditors, regulators and policyholders to drive continuous improvement.