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.<\/p>\n
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.<\/p>\n
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Job Title: Team Lead: Business Insurance- Customer Care<\/strong> Job Summary:<\/strong> Disclaimers:<\/strong> 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.<\/p>\n
\nLocation:<\/strong> Fourways, Gauteng, South Africa
\nReference #:<\/strong> TLBICC3011
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\n\u2022Monitor Lapse Ratios and make recommendations for improvements on both New & Existing Business
\n\u2022Responsible 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.
\n\u2022Deliver results through effective coaching of staff members.
\n\u2022Develop, empower and grow team members. Ensure engagement of staff within the team and deprtment by utilising leadership abilities.
\n\u2022Assist with ad hoc projects and investigations
\n\u2022Ensure accurate Management Information: Analysis on trends; daily and monthly reporting.
\n\u2022Utilise Systems to improve quality of saves & reinstatements (eg. Qlikview Save, Reinstatement, Discount & collections Model)
\n\u2022Monitor Collections % and make recommendations for improvements on both New & Existing Business collection rates
\n\u2022Makes use of Datanet campaigns to drive collections and reinstatements
\n\u2022Build, maintain and manage relationships with all internal and external
\nstakeholders effectively.
\n\u2022Ensure collaboration with other departments that have similar goals (Retention teams at 1Life, Personal Lines & VAPS). Share ideas to improve performance
\n\u2022Ensure compliance with all necessary fit and proper requirements.
\n\u2022Maintain high levels of Service to customers (We Hear You, Call Centre Metrics, Complaints & Compliments, OA TAT)
\n\u2022Maximise customer retention.
\n\u2022Manage Administration Costs (Expense Reports)
\n\u2022Deliver the Telesure Service Way through personal effort and through others.
\n\u2022Deliver on TCF principles in alignment with regulatory requirements
\nRequirements
\nProven Sales Manager track record
\nExcellent verbal command of the English Language
\nStrong understanding of the sales process and sales techniques
\nA strong attention to detail
\nCommercial Insurance Background
\nMatric \/ SAQA accredited qualification*
\nAt least 2-3 Years Manager experience in a Call Centre environment
\nExperience in the insurance industry (Over 3 years to 6 years)
\nMust have RE and Fais credits
\nDegree \/ diploma in Business Management\/ Marketing (Advantageous)<\/p>\n
\nSAQA 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.<\/p>\n