Department Head (Centurion) at AVBOB South Africa

Description

• We are looking for a results driven Department Head to oversee daily operations and performance across five essential teams: Retention, Courtesy Calls, New Business Verification, Fraud Detection, and Retention Premium Administration.
• This role serves as a vital link between frontline Team Leaders and Senior Management ensuring high standards of service delivery, compliance and team performance.
• You will be working for a well-established company with strong values.
• In exchange for your services, you will receive a competitive compensation package.
• You will be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Lead and support a team of Team Leaders across multiple units.
• Conduct regular one-on-one sessions and act as an escalation point for staff matters.
• Drive coaching strategies and performance discussions in collaboration with Team Leaders.
• Foster a culture of employee engagement, accountability, and high performance.
• Oversee daily workflow to ensure service levels and turnaround times are consistently met.
• Manage workforce planning, leave schedules, and resourcing for optimal delivery.
• Analyse department performance, identify bottlenecks, and implement improvement plans.
• Ensure adherence to regulatory, quality, and compliance standards.
• Address client and branch complaints not resolved at clerk level.
• Take ownership of operational audits, fraud investigations, and risk assessments.
• Compile department reports and communicate key insights to management.
• Liaise with IT and other departments on system issues and improvements.
• Handle escalations related to fraud, commission stops, and system discrepancies.

Requirements

• Grade 12 (Matric)
• A relevant Diploma or Degree
• 5–10 years’ relevant experience
• Proven experience in coaching, mentoring, and people development
• Strong administrative and report-writing capabilities
• Investigative and analytical thinking
• Clear credit and criminal record
• Advanced problem-solving and decision-making skills
• Exceptional time management and organisational abilities
• Excellent written and verbal communication
• Strong leadership presence with a customer-centric mindset
• Proficient in MS Office (Word, Excel, Outlook – Intermediate)
• Ability to identify trends, process gaps, and drive operational improvement
• Resilient, change-oriented, and deadline-driven