Manager: IL Client Servicing Call Centre (Insurance)

AtripleA recruitment & temps; Pretoria; On-site; ZAR 500,000 - 540,000; Full time

Job summary

A recruitment agency is seeking a Manager for the IL Client Servicing Call Centre in Pretoria. This role demands an individual with strong supervisory and problem-solving skills, alongside a background in the insurance industry. Candidates must hold a relevant degree and be registered as a Key Individual with at least 3 years of experience, including management. The annual CTC is negotiable between R500,000 and R540,000. Interested individuals are encouraged to apply.

Qualifications

• Must have 3 years of experience in the Insurance industry with at least 2 years in management.
• Must be RE1 & RE5 registered as a Key Individual.
• Call centre management experience is advantageous.

Responsibilities

• Manage client services call centre and implement standard operating procedures.
• Monitor client service delivery at branch offices.
• Manage the complaints resolution process in accordance with company policy.
• Supervise employee representatives and ensure compliance with FAIS requirements.

Skills

Supervisory skills

Problem solving skills

Knowledge of Life Insurance Legislation

Computer literacy: MS Office suite

Written and verbal English skills

Education

Degree in Business Administration or relevant field

Tools

MS Office

Job description

Our client in the Insurance industry is seeking a Manager: IL Client Servicing Call Centre to join their team. A rewarding and challenging career opportunity for an individual with proven supervisory and problem solving skills exists in the Call Centre Department and we are inviting applicants from suitably qualified persons to apply.

Should you meet the above requirements, please email your CV to [e-mail] - Copy of ID, qualifications and latest payslip

Duties

Manage client services call centre

• Implement standard operating procedures for the call center
• Manage call center performance according to best practice standards relating to metrics including dropped call rates, average waiting times, average call lengths etc.
• Ensure that proper quality control is exercised on all client calls
• Ensure that call recordings are properly archived for later retrieval.
• Manage and review all amendments made to policies by call center staff
• Manage demutualization confirmation and pay-out process
• Provide inputs on ex-gratia payments in agreement with Senior Manager
• Keep abreast with changes and updates of the industry

Monitor client service delivery at branch offices

• Monitor client liaison and the delivery of service to clients at branch office level to ensure alignment with head office
• Implement standard operating procedures for client servicing in branch offices

Manage the complaints resolution process

• Manage the timeously resolution of complaints in accordance with the complaints resolutions policy
• Provide inputs on the complaints resolutions policy, procedure and register
• Provide and manage access to the complaints resolution register
• Attend to the complaints received on the "Hello Peter" website

Comply with FAIS requirements

• Supervise employee representative when rendering services under supervision
• Submit supervision evidence to HR on a monthly basis-Mentor and train supervisee to ensure that they have a proper understanding of products
• Observe meetings between employee and clients

Minimum Requirements

• Only EE Candidates will be considered
• A Degree: Business Administration (or other relevant degree or diploma)
• Must be RE1 & RE 5 Registration as a Key Individual (60 or 120 credits on NQF level 5 - Depending on the date of appointment in the industry)
• Must have 3 Years' Experience in the Insurance Industry; of which at least 2 years in Management
• Call centre management experience (advantageous)
• Must have knowledge of Life Insurance Industry Legislation FAIS, FICA, FSB, NCA, LTIA & PPR
• Must be computer literate: MS Office; Excel & Word advanced; PowerPoint.
• Written & Verbal skill in English & ability to compile and deliver presentations.

Location: Pretoria (Head Office)

Department: IL Client Services

EE candidate

Annual CTC: 500 000 - 540 000 (Negotiable)