Head: Complaints at Metropolitan

Role Purpose    

• Manage teams responsible for the resolution of client complaints, ensure all relevant policies and procedures are followed, and Company, JSE and FICA regulations are adhered to.

Requirements    
Formal Qualifications:

• Bachelor of Commerce Degree (essential)
• A relevant business related qualifcation (desirable)

Experience:

• 6 - 8 years experience in a client service environment (essential)
• 2 - 3 years people management experience (essential)
• Exposure to the insurance industry (essential)

Skills:

• People management skills
• Negotiation and influencing skills
• Interpersonal skills
• Communication skills
• Attention to detail
• Conflict resolution skills

Knowledge:

• Knowledge of relevant products, systems and processes
• General knowledge of all businessrelated rules and regulations
• Relevant regulatory and compliance requirements
• Knowledge of market conduct principles and treating customers fairly (TCF)

Duties & Responsibilities    
INTERNAL PROCESS: 

• Contribute to the development of a client service strategy that enables a positive client experience and business objectives, with a specific focus on the Complaints function.
• Contribute to the development of a client value proposition (CVP) and client service strategies to ensure Complaints-specific operational considerations are incorporated.
• Manage the implementation of operating procedures and quality and service standards related to the Complaints function.
• Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the Complaints function.
• Manage a comprehensive Complaints resolution function, ensuring timeous and accurate service delivery.
• Monitor operational results and backlogs and adjust according to service delivery requirements.
• Deliver meaningful and relevant reporting on the Complaints function and trends identified as required.
• Review performance targets in line with business objectives and realities to ensure optimal Complaints resolution performance is maintained.
• Act as an escalation point to assist Complaints Team Leaders addressing complaints escalated by Complaints Administrators.
• Ensure team’s adherence to correct procedure when following up on complaints.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT:

• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE:

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and the company's values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.

FINANCE:

• Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans.
• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Plan and implement a cycle of medium-term improvements to drive pricing of services and products.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
• Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings. 

Competencies    

• Examining Information: Analyses and processes information asks probing questions strives to find solutions to problems.
• Providing Insights: Is focused on continuously improving things provides insights by identifying key issues makes intuitive judgments.
• Developing Strategies: Is focused on developing strategies thinks in the longer term and anticipates trends envisages the future and adopts a visionary approach.
• Articulating Information: Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information.
• Making Decisions: Is determined and decides on actions willingly assumes responsibility is definitive and stands by own decisions.
• Resolving Conflict: Is comfortable calming upset people handles angry individuals well is focused on resolving conflict and arguments.
• Meeting Timescales: Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks.
• Taking Action: Takes action to make things happen uses initiative to start things up shows drive and invests personal energy.

Closing Date    
2023/03/16