Service Manager - Cape Town, South Africa - K2 Human Capital Consultancy
Description
SERVICE MANAGER - CAPE TOWN
Purpose of the Job:
- To manage and monitor the performance of Service consultants; as well as ensuring that client relationships are maintained and developed with the aim of retaining the correct calibre of clients on the book for as long as possible and reducing the risk of high loss ratio clients or high claimants to the business. The Service Manager is accountable for the Provincial Customer base, growth opportunities and specific demands.
DUTIES AND RESPONSIBILITIES
INTERNAL PROCESS:
- Manage, monitor, and control the team's delivery on Service Level Agreements made with clients.
- Manage, monitor, and control the team's execution of client requests, concerns, and queries.
- Act as an escalation point to the team in addressing and resolving client queries.
- Manage and monitor productivity relating to Key areas within thebranch.
- Ensure team's adherence to correct procedure and protocol when following up on and attending to queries.
- Analyze the Client Service processes and identify opportunities for improvements; implement improvements within the team.
- Identify and report process and system failures and enhancements to improve client experience.
- Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
- Ensure effective administration.
- Implement Corrective Action
CLIENT:
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
PEOPLE:
- Effectively manage a team to deliver quality service to clients.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving team cohesiveness and performance.
- Personal development plans for staff
QUALIFICATION REQUIRED:
- Matric /Grade 1
- Business related qualification
- FAIS Credits (min 30 credits in short term insurance if date of first appointment is before 2010).
- FAIS Regulatory examination for Representatives (RE5) and (RE1) for KeyIndividual
- If you are registered for one Class of Business (Personal or Commercial) you are required to have 12 CPD (continuous professional development) points. If you are registered for two Classes of Business (Personal plus Commercial), you are required to have 18 CPD points.
EXPERIENCE REQUIRED:
- 5 Years' experience in Servicing (Short Term Insurance)
- Extensive knowledge of the Short-Term Insurance Industry
KNOWLEDGE, SKILLS AND ABILITIES
- Coaching skills
- Directing, understanding, and interacting with people
- Ability to work in a pressurized environment and meet deadlines.
- Establishing rapport
- Showing composure
- Teamwork
- Making decisions
- Resolving Conflict
- Knowledge in managing a diverse team.
- Thorough understanding of the insurance industry
- Thorough understanding of business principles/practices
- Attention to detail.
- Negotiation skills
- Problem solving skills
- Excellent timekeeping skills
- Portfolio Management
- Risk awareness
Ability to commute/relocate:
- Cape Town,
Western Cape:
Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- 1. Do you have a RE 1 and 5 qualification?
- Do you have at least 2 years experience managing staff in short term insurance industry?
Experience:
- service - short term insurance industry: 5 years (required)
More jobs from K2 Human Capital Consultancy
-
Procurement Analyst
Centurion, South Africa - 2 days ago
-
Sales Manager
Centurion, South Africa - 2 weeks ago
-
Business Development Consultant
Cape Town, South Africa - 2 weeks ago
-
Business Development Consultant
Centurion, South Africa - 1 week ago
-
Head of Technical Pricing
Centurion, South Africa - 2 weeks ago
-
Appliances Architect
Centurion, South Africa - 3 weeks ago