Pretoria: Manager: IL Client Servicing Call Centre (Insurance) posted by AtripleA recruitment & temps

About the Role

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.

Key Responsibilities

• 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

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.

Salary & Benefits

Annual CTC: 500 000 – 540 000 (Negotiable)