Senior Manager: Customer Service and Claims at Telesure Investment Holdings (TIH)

To lead a team of dedicated, specialist teams in order to obtain the business targets while delivering consistently high levels of service to each and every customer.

Specification

• Develop, coach and motivate a leadership team in order to meet agreed objectives and within required standards
• Lead and monitor the leadership team to execute a high standard of service and process adherence
• Monitor and support the leadership of a portfolio, including:
• Contribute to the development and implementation of strategic and operational activities that will continually improve performance collaboratively
• Operational strategic initiatives and implementation
• Provide detailed input into on-going process, system development, product opportunities and process enhancement
• Provide input into staffing requirements and recruitment with the monitoring of daily operations
• Monitor daily BAU performance against expectations, targets and improvement for monthly performance and year end results

Expected Outcomes Of The Role Include

• Improved processing cost
• Exceptional levels of service delivery from your teams
• High and sustainable standards of quality results
• Highly engaged, capable and professional team aligned to the company values
• Highly effective working relationships with key stakeholders (internal & external)
• Relentless pursuit of target achievement and above

Knowledge Of

• Proven ability in leading and motivating a team of leaders
• Demonstrated ability in managing critical stakeholder relationships
• Ability to effectively analyse and resolve problems
• A core focus on customer outcomes and relations
• Ability to develop a leadership team aligned with strategic initiatives
• Ability to plan, organise and control effective teams driving performance through people
• Ability for high attention to detail
• Ability to innovate and be creative in developing processes and procedures
• Ability to effectively manage conflict and negotiate where required
• Ability to identify trends and course correction

Requirements

• Contact Centre Management experience (at least 5 years)
• Claims Processing experience
• Legal liabilities settlement experience
• Matric/Grade 12

Please note that you will be required to work scheduled night shift

• SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.