Posted on :
1 Feb, 2021
1 Feb, 2021
We have exciting opportunity for a Super Hero Manager and we are looking for highly enthusiastic, driven, self-motivated, friendly individuals who are passionate about creating exceptional relationships and world class experiences with our customers in our Business Insurance Department based in our Dainfern Offices, Fourways, South Africa.
The Customer Care Team Manager contributes to the organisational goals by managing the facilitation of all inbound, outbound & digital policy related matters. The aim of this would be to minimise the loss of clients, grow the book and improve overall customer experience.
Job Title: Team Lead: Business Insurance- Customer Care
Location: Fourways, Gauteng, South Africa
Reference #: TLBICC3011
Contract Type: Permanent
Salary: Market Related
•Monitor Lapse Ratios and make recommendations for improvements on both New & Existing Business
•Responsible for all aspects of staff resourcing, succession planning, management and development ensuring the right people are in place to support service delivery, achieving production and performance targets at all times.
•Deliver results through effective coaching of staff members.
•Develop, empower and grow team members. Ensure engagement of staff within the team and deprtment by utilising leadership abilities.
•Assist with ad hoc projects and investigations
•Ensure accurate Management Information: Analysis on trends; daily and monthly reporting.
•Utilise Systems to improve quality of saves & reinstatements (eg. Qlikview Save, Reinstatement, Discount & collections Model)
•Monitor Collections % and make recommendations for improvements on both New & Existing Business collection rates
•Makes use of Datanet campaigns to drive collections and reinstatements
•Build, maintain and manage relationships with all internal and external
•Ensure collaboration with other departments that have similar goals (Retention teams at 1Life, Personal Lines & VAPS). Share ideas to improve performance
•Ensure compliance with all necessary fit and proper requirements.
•Maintain high levels of Service to customers (We Hear You, Call Centre Metrics, Complaints & Compliments, OA TAT)
•Maximise customer retention.
•Manage Administration Costs (Expense Reports)
•Deliver the Telesure Service Way through personal effort and through others.
•Deliver on TCF principles in alignment with regulatory requirements
Proven Sales Manager track record
Excellent verbal command of the English Language
Strong understanding of the sales process and sales techniques
A strong attention to detail
Commercial Insurance Background
Matric / SAQA accredited qualification*
At least 2-3 Years Manager experience in a Call Centre environment
Experience in the insurance industry (Over 3 years to 6 years)
Must have RE and Fais credits
Degree / diploma in Business Management/ Marketing (Advantageous)
SAQA Accredited Equivalent* – It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.
Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) -As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.
Application Deadline: 10/02/2021