First Line Manager: Client Resolutions at Santam Insurance

What will you do?

• Manage the Client Resolutions Team and Report Complaints Management including Root Cause Analysis, Trends and Recommendations to the Direct Management team.

Principal Accountabilities

• Complaints Management: To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers timeously achieving this through the team. 
• Generate and the event report to Client Care/Management for them to submit it to the appropriate authorities and agencies as requested and as required by applicable laws and regulations. Also track and manage the ratio of these types of queries or complaints to the acceptable level. 
• Compliments Management: To track, record, report and ensure that the highest possible standard of service is provided to customers with a pleasant experience. 
• Team Management: Involved in activities that supports the team effectiveness and team development. Achieve business goals through team and workforce optimisation planning.
• Reporting: Provide material to support investigations reports. Reviews and closed complaint files. Collect complaint case and process metrics to capture and generate trend reports. Coordinate with other departments to provide complaint data reports as needed.

Experience and Knowledge

• Business Management related Degree (Advantageous)
• Higher Certificate in Short Term Insurance
• Fundamental Management Practices Management Certificate
• Regulatory Examination 5
• Regulatory Examination 1 (Advantageous)
• 2 years team management experience.
• 5 years complaints related work experience.

Personal Attributes

• Deciding and initiating action
• Leading and supervising
• Collaborates
• Client focus
• Flexibility and adaptability
• Cultivates innovation
• Analytical thinking
• Influencing/ gaining commitment
• Business acumen
• Coaching and development

Competencies

• Problem Solving & Problem Prevention.
• Analytical & Technical Expertise.
• Prioritization & Attention to detail.
• Resilient & Accountable.
• Interpersonal Effectiveness & Calm Approach.
• Collaboration & Teamwork.