Manager: Customer Service Centre at Road Accident Fund

Key Performance Areas

Management of Department

• Development the business plans for the CSC aligned with the RAF strategic plan of the RAF.
• Provide technical assistance to employees within the claims Origination Department in the province.
• Claims origination include consultations, origination of direct claims, direct claim lodgement, pro-active and re-active information collection, and pre-merits assessment.
• Manage the activities of the Hospital Service Centres, Community service Centre (including Mobile RAF, Registrations and Validation/Verification, Merits team).
• Mobilise employees within the province to actively practice the RAF mission, vision, values and strategic objectives.

Ensure implementation of continuous improvements initiatives to enhance service delivery & effective reporting.

• Prepare and submit monthly progress reports to the Senior Claims Manager.
• Ensure effective and sufficient recording of daily activities of the Department.
• Ensure the timely completion of financial reports.

Ensure adherence to corporate governance within the team.

• Prepare and manage the annual budget for the CSC in accordance with legislation and RAF targets and goals.
• Prepare the annual administrative and human resource budget for the budget for the Department in the Region.
• Ensure that employees adhere to the PFMA.
• Monitor the departmental expenditure.

Stakeholder Management  

• Facilitate communication with all levels of stakeholder contact.
• Ensure that the RAF values are adhered to in all dealings with stakeholders.
• Ensure adequate representation of the Fund in relevant external activities and events.
• Ensure a positive relationship with all internal and external stakeholders. Ensure external stakeholders are continuously engaged to improve relationships.

People Management.

• Provide leadership and inspire team members towards high performance.
• Manage performance and development of reporting staff.
• Provide coaching to team members on an ongoing basis.
• Set operational goals and targets for teams.
• Ensure proper planning and allocation of consistent workload within the Department.
• Facilitate weekly team lead meetings to ensure maintenance of the crucial interface between management and staff.

Qualifications

• NQF 7 (Bachelor’s Degree or Advanced Diploma) related qualification to discipline.
• NQF8 (Post graduate Diploma / Honors Degree / Professional Qualification Degree) Advantageous.

Experience

• 6-8 working experience in a claims/legal environment of which 2 years must have been at a manager/supervisory level.