Regional Manager - Cape Town at Momentum Metropolitan Holdings Limited

Role Purpose    

• Manage and integrate Client Engagement and Administration tactics across the region in support of the business strategy.

Requirements    

• 5-7 years’ experience in the insurance industry
• 5 years’ experience in the management of people
• Extensive experience in liaison at senior management level
• At least 5 years industry experience (medical/insurance industries)
•  Code 08 driver’s licence and own vehicle

Duties & Responsibilities    
INTERNAL PROCESS

• Maintenance of regional relationship of employer groups and their brokers
• Detection of the training needs for the regional Account Executive’s and Internal Service Consultant’s and ensure that training gaps are filled
• Supervision of the team which includes planning, attending meetings and rewarding and recognising employee performance
• Liaising with relevant departments and other branches nationally
• Dealing with escalations and identifying process improvement as a result thereof
• Strategic planning of departmental activities in response to market developments
• Supporting and directing the team to ensure that overall business unit objectives are met
• Creating and maintaining reports pertaining to your team
• Analysing data regarding the performance of your team
• Ensure that staff are operating at peak levels of productivity and working well within the team
• Ensure that performance issues are identified and effectively dealt with timeously

CLIENT SERVICES

• 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.
• 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.
• 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

• Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
• Effectively and efficiently manage human capital related costs, e.g. leave, over time, training, etc.
• Ensure effective and efficient administration of operational costs within budget, identify areas of financial risk and escalate.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• 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.
• Ensure effective operations management service delivery, ensuring compliance with identified service practices, principles and processes.
• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
• Implement risk management, governance and compliance processes to identify and manage risks and expose liabilities.
• Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.

Competencies    

• Business Acumen
• Collaboration
• Customer/Stakeholder Commitment
• Drive for Results
• Leads Change and Innovation
• Motivating and Inspiring the team
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness
• Growing Talent