Manager - Client Relations Management at PPS

Education: 

• Bachelor's degree in sales, marketing, or related field.
• Business Management / Economics / Investments or similar.

Experience:

• A minimum of 5 years' management experience.
• A minimum of 2 years’ experience in the Financial services Industry.
• 5-8 years plus of working experience in a similar environment.
• Successful previous experience as in a client services environment within financial services.
• Strong business sense and industry expertise.

Duties and Responsibilities

Service Delivery 

• Provide client services to Clients /Intermediaries / PPS Insurance distribution channels and broader distribution force relating to and within the financial services environment.
• Determine client engagement and experience strategies and plans using NPS.
• Handle all client/intermediary queries and/or complaints (telephonic /written /face to face/social media).\
•  Ensure that the product, service and technical knowledge is sound to secure a beginning to end finalization of queries and complaints.
• Working across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.
• Evaluate problems regarding service issues and enquiries to determine their importance and urgency.
• Performing investigations and root cause analysis where necessary to facilitate problem resolution timeously.
• Responsible for ensuring that service excellence to Clients /Intermediaries remains within best business practice and standards.
• Responsible for managing reputational risk and ensuring compliance with regulatory requirements, procedures and service standards.
• Promotion of PPS technology offering.
• Remain updated and informed on legislative and industry changes, PPR’s and Insurance Law.
• Responsible for driving continuous business improvement and visualization of end user experience across all self service and channel      interactions. 
• Liaising with operations support to provide best client experience across all tough points. 
• Technical understanding of all PPS offerings and the ability to apply that understanding to daily outputs.
• Benchmark our standards and performance against industry & conduct research into emerging markets and complete competitor analysis based on client experience
•  Work with team to support learning objectives of respective departments; to identify and support training interventions and fill gaps. 
• Manage quality assurance, analytics and data regulatory reporting to the FSCA and for all client experience touchpoints 

Relationship Building & Communication

•  Collaborate effectively across business units to achieve business results.
• Take up and resolve administrative and service issues that hinder good service delivery.
• Build and maintain relationships with internal and external clients and stakeholders.
• Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.

Reporting & Investigating 

• Analysis and resolution of all exception reporting.
• Daily and monthly reporting.
• Verify the accuracy of reconciliations received from the Administrator Partner as well as preparing reconciliations on their own.
• Causal and trend analysis.
• Conduct forums to give feedback on trends.
• Identify efficiencies, recommend changes and enhancements, drive implementation and monitor success thereof.

People Management

• Own recruiting, objectives setting, coaching and performance monitoring of the Client Relations Management team.
• To monitor and manage work outputs.
• To monitor the relevant queue and allocate sufficient resources.
• Increase productivity of the team through innovative motivation methodology.
• Accountable for training and developing staff.