Manager: Client Service (Centurion) at AVBOB South Africa

• We are looking for a professional individual with strong management and leadership skills to join the  Avbob Group as  Manager: Client Service.
• You will be required to improve customers’ experience with AVBOB’s products and services by leading  the Policy Services Administration Department and all Client Service Centres nationally. Your responsibilities will include leading, overseeing, monitoring and controlling of these teams; driving continuous improvement; and engaging with other AVBOB functions, branches and Provincial Managers in order to ensure that AVBOB is aligned to customer service trends and continue on the road to become a more customer-centric organisation.
• You will be employed by a well-established company with strong values, which are customer centric. In exchange for your services, you will receive a competitive compensation package. You will also be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

Team and Department Management:

• Responsible to implement the operational strategy for Policy Services and the Client Service Centres.
• Manage Policy Services and Client Service Centres in accordance with agreed policies and procedures, standards and legal requirements.
• Responsible to set metrics and targets, followed by the monitoring and measuring of the teams’ performance in accordance with agreed metrics and targets.
• Ensure that personal information is safeguarded by the teams and that POPI requirements are met.
• Identify and timeously address functional related problems and opportunities.
• Provide technical direction.

Operational management of efficient client service administration services

• Responsible for designing, implementing, operating and continuously improving the systems and processes that underpin the policy administration function.
• Manage the roll out of admin processes and new Client Service Centres nationally, by collaborating with the Insurance Sales and Funeral Service structures.
• Measure (using the various metrics including Customer Satisfaction Scores) and improve client service delivery by Policy Services, the Client Service Centres as well as AVBOB branches nationally, by collaborating with the Client Service Champions linked to the various Insurance Area Offices as well as the Funeral Service management structure.

Reporting

• Ongoing measurement of efficiency and quality within the service delivery teams and act where required, to proactively improve efficiency and quality.
• Prepare monthly reports reflecting performance against standards, in accordance with scheduled activities in the department, and act where required based on reported results.
• Prepare ad hoc reports based on a request for the compilation of a report and analyse the request to determine the nature and extent of the report (e.g. ASISA)
• Oversee the collection, collation and verification of the required data from all relevant sources to ensure reports are within the required standards.

Compliance and Risk Management

• Identify, manage and report on operational risks in conjunction with Risk Management and manage these risks.

Financial Management

• Compile, develop and manage the Policy Services and Client Service Centre annual capital and operational budgets.
• Manage the operational cost aligned to budget and make recommendations.  Keeping the balance between providing an outstanding customer experience and controlling the cost of managing the operations.
• Responsible to set sales targets for the Client Service Centres, followed by monitoring the Teams’ performance against agreed targets, with the aim to cover some of the costs of the Client Service Centre structure. 

People management

• Plan, select, develop and maintain suitable manpower capabilities for the teams and show identification of critical skills essential for sustainability of service delivery and the development of succession plans.
• Jointly with the direct subordinates, develop, lead and maintain motivated and high-performance teams.
• Oversee the implementation of performance management in teams through setting of smart targets that contribute to meeting the Group's objectives, tracking and monitoring performance.
• Mentor, manage and develop direct subordinates - including continuously providing feedback and coaching to ensure that team members perform at optimum productivity levels.
• Address and manage disciplinary issues jointly with direct subordinates within the various teams.

Requirements

• Three year post Grade 12 level qualification in administration/business management/long term insurance or related.
• 5 to 8 years related practical exposure and experience.
• Up to 5 years management and/or supervisory experience.