Department Head: Complaints at AVBOB South Africa

Description

We are looking for an individual with excellent problem solving and investigation skills to join our Complaints team, under the supervision of the Administration Head: Complaints. You will ensure that clients are treated fairly, while thoroughly investigating and resolve their complaints while implementing corrective/remedial actions within AVBOB's complaints management framework. Your objectives are to effectively manage and resolve complaints pertaining to AVBOB Insurance policies, as well as their associated benefits.

• Efficiently review complaints related to insurance matters, including but not limited to AVBOB Insurance policies and their benefits from various sources and resolve them within regulated timelines, ensuring that all stakeholders’ interests are considered.
• Conduct regular root-cause analyses, advise the direct line Complaints management for considerations and recommendations into remedial/corrective actions to be taken to prevent future occurrences.
• Draft and submit complaints reports to the Complaints Administrative Head and/or Complaints Manager, providing data-linked customer feedback on the resolution of complaints in the division (Voice of the customer), complaints from relevant Ombudsman, legal representatives, and various consumer platforms.
• Provide insights into enhancements of systems and processes to comply with TCF/FSCA and other legislative requirements, and to improve overall efficiency and effectiveness within the complaints process.
• Team Supervision: Ensure that subordinate staff members are adequately trained and developed to meet client expectations and improve overall service delivery and overall review process of their complaint management and objectives. Ensure adherence to all AVBOB's internal processes and procedures, including HR principles and practices. Maintain clear and effective communication with clients, internal teams, and external stakeholders to address and resolve complaints.
• Manage, supervise, and monitor day-to-day operational activities within the complaints department, ensuring that all targets, objectives, and timelines as per the Complaints management process are met. Report to the Complaints Administrative Head and occasionally to the Complaints Manager.

Requirements

• Grade 12
• You should have functional experience and knowledge in complaints resolution or a similar role, with a focus on insurance policies.
• 3 – 4 Years ‘experience in the customer service space
• You should be in possession of Regulatory Exam – RE1 will be an advantage.
• You should have in depth knowledge of TCF/ FSCA and other regulatory requirements related to insurance
• Proven track record in a supervisory capacity is essential