Client Care Centre Manager

An exciting opportunity within our client a leading independent financial services group based in Centurion, with an extensive national footprint is urgently looking for a Client Care Centre Manager will be responsible for management of the short-term insurance personal lines client care centre, which will include managing, support and developing a team of service consultants servicing.


In order to be considered the following is required:

Full NQF Level 4 Short Term Insurance Qualification or minimum credits as required by FAIS regulations
Successfully completed the Regulatory Examinations Level 1 (Representatives), KI advantageous
A minimum of eight (8) years´ experience in the short-term insurance industry, specialising in personal lines
Previous Client Care Centre / Call Centre Management or Supervisory experience
Responsibilities:

Manage team’s overall performance, determine areas of concern and implement suitable corrective actions
Build and maintain relationship with Team Leader(s) to correct operational issues or performance concerns
Effectively manage, support and maintain healthy relationships with internal and external stakeholders

Focus and assist in achieving the company’s organic growth objectives (Lead generation / Sales / Renewals
Endorsement / VAP’s)
Monitor and improve calls, data and advice quality within the team
Attract, motivate, coach and develop team members in building a high-performance culture
Establish and maintain the quality standards that drive client delight and cost efficiency
Manage and achieve due dates including Ad Hoc projects that may arise from time to time
Ensure compliance to contracted service levels and optimized processes
Ensuring that high TCF principles are maintained and complaint resolution are in place
Monitoring and analysis of data and reporting daily/weekly/monthly
Apply basic statistical analysis to track performance variations and propose solutions
Identify variances from bench-marked norms/standards
Manage and report on the department’s performance against budget
Ensure adherence to legislation and internal policies
Manage internal and external relationships
Monitor and improve staff morale
Structured skills development and succession planning
Information displayed above not limited to advertisement. Please contact for further information.

Please email your CV to desireef@bedifferent.co.za or call 011 781 7901 if you meet the above requirements and interested to the role.

Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application. However, please keep a lookout on our website, www.bedifferent.co.za, for available positions which you may be suited for.

Job id : , #70320, 10 views,

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