Branch Manager Company NameAlexander Forbes at Alexander Forbes

The Service Managers role is to ensure the implementation of the strategic plan that is passed down from the Provincial Senior Manager. To manage and monitor the performance of the Service consultants. 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 incumbent is accountable for understanding Provincial Customer base, growth opportunities and specific demands.

• 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 for management. 
• Manage transformation and employment equity.

Minimum Requirements

• Matric/Grade 12
• NQF 5 as required/ equivalent qualification and or
• FAIS Credits (min 32 in personal short term insurance)prior to 2010 or Full qualification as required, in commercial and personal insurance)
• FAIS specific qualifications RE1 & RE5
• 5 Years’ Experience in Servicing (Short Term)
• 3 Years’ Experience in Managing staff in a short term industry  

Knowledge and skills:

• Knowledge in managing a diverse team
• Thorough understanding of the insurance industry
• Thorough understanding of business principles/practices  
• Interpersonal Skills
• People Management skills
• Attention to detail
• Ability to handle conflict
• Negotiation skills
• Problem solving skills
• Coaching skills (BDCs and Servicing Staff)
• Team Player
• Excellent time-keeping skills
• Efficiency, all deadlines met before due dates

Key Performance Area

•  Monitor customer service delivery
•  Manage and monitor productivity relating to Key area's within the branch
•  Manage cancellations in line with company policies and procedures
•  Ensure effective administration
•  Implement Corrective Action
•  Manage personal development plans for staff and self
•  Manage Loss Ratios and Branch Profitability
•  Makes gatekeeping decisions
•  Underwriting and PostLoss Implementation

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 ration) authorization of incentives according to the service consultant incentives.
•  ex gratia authorisation on claims up to R5000

Span of Control

•  Between 8 and 20 people reporting to this position (depending on the branch)