Customer Service and Distribution Manager (Parktown) at Rand Mutual - RMA

WHAT WILL YOU DO?

Growing the Top 50 business lives, handling and resolving service-related queries:

• Manage the team to provide a value proposition to the employers to enable the transfer and move to RMA.
• Assist and support the team in understanding the RMA products and promoting RMA products and generate leads for RMA Life Sales and Distribution.
• Provide first line product, process and technical support to customers.
• Identify up-selling and cross-selling opportunities through ongoing engagements with customers   by explaining product benefits to potential customers
• Follow up on leads and referrals as received from customer engagement
• Ensure adherence to TCF principles and report any transgressions
• Participate in ad hoc assignments as per role requirements

Customer experience management, liaising and maintaining good relationships with all the employers.:

• Design and implement innovative customer experience strategies, service business plans and improvement initiatives.
• Implement the customer service guidelines that include various protocols for efficiently providing customer services.
• Maintain a proper record of the customers including communication audit trails, billings, contact information, and other relevant details and updating the information of the customers regularly.
• Map key customer journeys.
• Provide complete information about our products to the customer.
• Develop and implement product and services reports by collecting and analysing the information provided by the customers.

Cost Management:

• Manage the implementation of cost saving initiatives.
• Assistance with budget control

Customer service and stakeholder relationship management:

• Follow up on customer by engaging with the relevant stakeholders to identify whether all issues have been resolved.
• Set up continuous sessions with the client to build relationships but more importantly to ensure that RMA is providing the right service.
• Assist stakeholders and service consultants with implementing the correct processes for query management.
• Responsible for brand management in general and internal relationship building management.
• Complete thorough research on trends and conduct root cause analyses to ensure that service failures are permanently corrected.
• Solve all product or service-related issues of the customers.
• Implement corrective actions across the network to retain and deliver excellent service to our members.
• Daily query management resolution.
• Complaints handling and resolution.
• Query management and SLA enforcement.
• Enforce adherence to deadlines for reports and feedback.
• Identify training requirements and develop a training plan for execution by the Stakeholder Training Officers.
• Ensure that training programs are organised for the benefit of all the stakeholders.
• Providing first line product, process and technical support to customers

Team Management:

• Provide general administration support and supervision of the Services team.
• Manage the customer service and distribution function and ensure that high customer experience levels are maintained.
• Handle and manage departmental enquiries and ensure compliance applications.
• Assume full management responsibility for the Customer Services and Distribution team.
• Ensure that ongoing coaching and development is provided to the team through infield observation.
• Continuously manage team performance and ensure that productivity is monitored on an ongoing basis.
• Set clearly defined objectives for each team member, lead and assist them in achieving these objectives; employ, retain, develop, integrate, motivate, remunerate and assign people to appropriate tasks, conduct performance management and ensure teamwork.
• Carry out the performance management (KPI) process to rate each employee’s performance and providing feedback to employees of their strengths and development areas on a monthly basis.
• Draft and submit professional management reports.

Risk and compliance management:

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Ensure that a compliance culture is embedded across the team.

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: Bachelor’s Degree in Business Administration or equivalent
• Advance courses/diploma in sales
• Honours or MBA (Advantageous)
• RE5
• RE1 (Advantageous)
• 8 – 10 years successful experience in a sales and service support environment within an insurance/ financial services environment.
• 5+ years of people leadership experience in building, managing and/or developing high-performing teams
• Excellent sales and service skills and business acumen with the capability to communicate with enthusiasm and drive.
• Broad knowledge of the products
• Must have strong know-how and ability to handle the customers pleasantly and resolve all their issues on time.
• Knowledge and understanding of the insurance business environment and associated legislation and regulatory compliance issues
• Valid driver’s license and must be willing to travel
• Experience in leveraging new technology (e.g., AI/ML, Chat, Bots, Voice and other emerging new technologies) to drive better stakeholder experiences and driving efficiency across channels.
• Experience in journey mapping, experience design, and business and IT agile principles and delivery of new capabilities.
• Demonstrated ability to effectively leverage internal and external data and research to understand trends shaping stakeholder expectations and leveraging the insights to enhance employee and member experiences.
• Experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals.
• Strong ability to deliver results and meet service delivery expectations