Head of Client Care Centre at PSG Konsult Ltd

Job description:

• To lead and manage the Client Care Centre within Short Term Administration, ensuring exceptional client service delivery, strong client retention, and sustainable business growth.
• The role is responsible for overseeing client relationships, managing operational processes, ensuring compliance with FAIS and Treating Customers Fairly (TCF) principles, and driving performance within the Client Care team while maintaining high service standards across all stakeholder interactions.

Responsibilities:

• Drive the retention of existing business in line with budget targets, with a focus on managing cancellations and retention strategies across offices
• Manage organic growth through renewals and endorsements to support business profitability
• Support and drive new business opportunities aligned with business growth targets
• Monitor and manage client count across offices, including weekly reporting and identifying trends impacting client retention
• Implement processes and strategies to address client cancellations and improve retention outcomes
• Ensure broker, adviser and insurer complaints are resolved within agreed Service Level Agreements (SLAs)
• Build and maintain strong relationships with key stakeholders including insurer partners such as PSA, BMW and other strategic partners
• Ensure implementation and adherence to Treating Customers Fairly (TCF) principles in all client interactions
• Manage and oversee all Advice processes and MyPractice compliance requirements within the Client Care Centre
• Ensure compliance with FAIS regulations and successful completion of annual Key Individual (KI) and compliance reviews
• Monitor compliance feedback and implement corrective actions where required
• Ensure teams are trained and fully knowledgeable on insurance products, systems and operational processes
• Lead and manage the Client Care Centre team, including Relationship Managers and support staff
• Drive team performance through coaching, mentoring and performance management
• Implement succession planning and talent management strategies for the team
• Drive the adoption of sales incentives and performance reporting to support growth targets
• Ensure accurate reporting on key performance indicators including retention, client growth and service delivery

Minimum requirements:

• Relevant tertiary qualification in Business, Finance, Insurance or related field
• RE5 qualification (essential)
• RE1 qualification or Key Individual status would be advantageous
• Minimum 8–10 years’ experience within the short-term insurance industry
• Minimum 5 years’ leadership or management experience within a client service or operational environment
• Strong knowledge of FAIS legislation, compliance requirements and TCF principles
• Proven experience managing client service teams or call centre/client care environments
• Strong understanding of insurance products, policies and industry systems
• Experience managing insurer relationships and key stakeholders

Competencies required:

• Excellent communication skills (verbal and written in English and Afrikaans)
• Strong leadership and people management capability
• Strategic thinking and decision-making ability
• Strong interpersonal and relationship management skills
• High stress tolerance and ability to perform under pressure
• Strong analytical and reporting capability
• Problem-solving and decision-making skills
• High level of accountability and professionalism

Closing date:   24-Mar-2026