Port Elizabeth: Client Support and Operations Supervisor posted by Headhunters

Our Client, is seeking to employ an experienced Client Support and Operations Supervisor, to their team based in Newton Park, Port Elizabeth.

Requirements:

• 35 years experience in a client service, operations, or supervisory role within insurance or financial services.
• Strong understanding of SLA management, client queries, and complaints resolution.
• Relevant qualifications or certifications in Business, Insurance, or Operations Management (preferred).

Responsibilities, but not limited to:

• Act as the first point of escalation for queries from account managers or clients, ensuring timely and effective resolution.
• Manage and monitor client complaints, following up to ensure cases are closed within required turnaround times.
• Oversee account manager performance, ensuring adherence to SLAs and service delivery standards.
• Conduct quarterly appraisals of account managers using defined performance metrics.
• Compile and deliver ad-hoc reports and operational insights when required.
• Assist with claims administration, including loading claims, liaising with clients, and handling incoming calls.
• Build and maintain strong relationships with branch networks, serving as the key support contact for resolving queries.
• Nurture and maintain relationships with key clients, ensuring consistent delivery of service excellence and operational support.

Please note that should you not receive a response within 2 weeks of applying, you may consider your application unsuccessful.