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

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)