Our client a well-established Insurance company with offices based in Centurion is looking for an experienced Service Manager to join their team.
Role Purpose -
The Service Manager is responsible for the implementation of the strategic plan and to manage and monitor the performance of
Service consultants. The SM will also ensure 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 also accountable for the Provincial Customer base, growth opportunities and specific
demands.
Duties/Responsibilities:
• To ensure effective capacity management of available resources to achieve higher operational efficiencies.
• To ensure that the processes in the branches comply with legislative and process requirements.
• Achievement of required audit scores (branch effectiveness evaluation and critical risk evaluation).
• To work along with staff to enhance skills levels and create a healthy work environment. Contracting and achieving of training
and development plans.
• Manage transformation and employment equity.
Responsibilities and work outputs
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 area\\''s within the branch
• Manage cancellations in line with company policies and procedures
• Ensure team’s adherence to correct procedure and protocol when following up on and attending to queries.
• Analyse 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
• Manage Loss Ratios and Branch Profitability
• Underwriting and Post-Loss Implementation
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
Financial Responsibility:
• Authorization to offer client up to 25% discretionary discounts
• Authorization of refunds
• Back dating of amendments up to 365 days max. (back date cancellation of policies)
• Credit control - monthly and annual policies, ensure refunds are paid - authorize cancellation of amounts due on cancellation of
policy
• Service consultant\\''s incentive reports, growth of service consultant\\''s book and up selling (lost renewal/ growth/ incentives/ loss
ratio) authorization of incentives according to the service consultant incentives.
• Ex gratia authorisation on claims up to R5000
Competencies required:
• Coaching skills
• Directing, understanding and interacting with people
• Ability to work in a pressurized environment and meet deadlines
• Establishing rapport
• Showing composure
• Team work
• Making decisions
• Resolving Conflict
Requirements:
•Matric /Grade 12
• Business-related qualification
• FAIS Credits (min 30 credits in short-term insurance if the date of the first appointment is before 2010); or if the date of first
the appointment is on or after 01/01/2010, a full recognised qualification as per the FSCA qualification list
• FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual
• 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.
•5 Years ofexperience in Servicing within Short Term Insurance
• 2 - 3 Years of experience in Managing staff in a short-term industry
•Knowledge in managing a diverse team
• Extensive knowledge of the Short-Term Insurance Industry
• Thorough understanding of business principles/practices
• Thorough understanding of the insurance industry
• Portfolio Management
• Risk awareness
If you are interested in applying please send your updated CV and relevant documents to
