Pretoria: Manager: IL Client Servicing Call Centre (Insurance) posted by AtripleA recruitment & temps
Posted on 2025-05-06 00:00:00
| Employer | AtripleA recruitment & temps |
|---|---|
| Category | Other Insurance |
| Location | Gauteng / Pretoria |
Job Summary
Should you meet the above requirements, please email your CV to *****@*****.co.za – 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 MUST HAVE –
- 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)
Click Go Apply to apply online!
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