Current Vacancies at Rand Mutual - RMA

THE JOB AT A GLANCE

• As a Customer Services and Distribution Manager, you will be reporting to the Group Strategy Execution, you will be responsible addressing customer issues including managing and resolving client services queries. You will also be required to visit clients to assist with the submission of the Return on Earnings, and provide them with relevant solutions, while retaining them through building and maintaining strong relationships and the provision of ongoing assistance. You will also be responsible for managing a team who will be involved in growing the number of lives within the Top 50 business through effective customer engagement and the positioning of a value proposition to the targeted employers to move to RMA.

WHAT WILL YOU DO?

Growing the Top 50 business lives, handling and resolving service-related queries:

• Manage the team to provide a value proposition to the employers to enable the transfer and move to RMA.
• Assist and support the team in understanding the RMA products and promoting RMA products and generate leads for RMA Life Sales and Distribution.
• Provide first line product, process and technical support to customers.
• Identify up-selling and cross-selling opportunities through ongoing engagements with customers   by explaining product benefits to potential customers
• Follow up on leads and referrals as received from customer engagement
• Ensure adherence to TCF principles and report any transgressions
• Participate in ad hoc assignments as per role requirements

Customer experience management, liaising and maintaining good relationships with all the employers.:

• Design and implement innovative customer experience strategies, service business plans and improvement initiatives.
• Implement the customer service guidelines that include various protocols for efficiently providing customer services.
• Maintain a proper record of the customers including communication audit trails, billings, contact information, and other relevant details and updating the information of the customers regularly.
• Map key customer journeys.
• Provide complete information about our products to the customer.
• Develop and implement product and services reports by collecting and analysing the information provided by the customers.

Cost Management:

• Manage the implementation of cost saving initiatives.
• Assistance with budget control

Customer service and stakeholder relationship management:

• Follow up on customer by engaging with the relevant stakeholders to identify whether all issues have been resolved.
• Set up continuous sessions with the client to build relationships but more importantly to ensure that RMA is providing the right service.
• Assist stakeholders and service consultants with implementing the correct processes for query management.
• Responsible for brand management in general and internal relationship building management.
• Complete thorough research on trends and conduct root cause analyses to ensure that service failures are permanently corrected.
• Solve all product or service-related issues of the customers.
• Implement corrective actions across the network to retain and deliver excellent service to our members.
• Daily query management resolution.
• Complaints handling and resolution.
• Query management and SLA enforcement.
• Enforce adherence to deadlines for reports and feedback.
• Identify training requirements and develop a training plan for execution by the Stakeholder Training Officers.
• Ensure that training programs are organised for the benefit of all the stakeholders.
• Providing first line product, process and technical support to customers

Team Management:

• Provide general administration support and supervision of the Services team.
• Manage the customer service and distribution function and ensure that high customer experience levels are maintained.
• Handle and manage departmental enquiries and ensure compliance applications.
• Assume full management responsibility for the Customer Services and Distribution team.
• Ensure that ongoing coaching and development is provided to the team through infield observation.
• Continuously manage team performance and ensure that productivity is monitored on an ongoing basis.
• Set clearly defined objectives for each team member, lead and assist them in achieving these objectives; employ, retain, develop, integrate, motivate, remunerate and assign people to appropriate tasks, conduct performance management and ensure teamwork.
• Carry out the performance management (KPI) process to rate each employee’s performance and providing feedback to employees of their strengths and development areas on a monthly basis.
• Draft and submit professional management reports.

Risk and compliance management:

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Ensure that a compliance culture is embedded across the team.

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: Bachelor’s Degree in Business Administration or equivalent
• Advance courses/diploma in sales
• Honours or MBA will be advantageous
• RE5
• RE1 advantageous
• 8 – 10 years successful experience in a sales and service support environment within an insurance/ financial services environment.
• 5+ years of people leadership experience in building, managing and/or developing high-performing teams
• Excellent sales and service skills and business acumen with the capability to communicate with enthusiasm and drive.
• Broad knowledge of the products
• Must have strong know-how and ability to handle the customers pleasantly and resolve all their issues on time.
• Knowledge and understanding of the insurance business environment and associated legislation and regulatory compliance issues
• Valid driver’s license and must be willing to travel
• Experience in leveraging new technology (e.g., AI/ML, Chat, Bots, Voice and other emerging new technologies) to drive better stakeholder experiences and driving efficiency across channels.
• Experience in journey mapping, experience design, and business and IT agile principles and delivery of new capabilities.
• Demonstrated ability to effectively leverage internal and external data and research to understand trends shaping stakeholder expectations and leveraging the insights to enhance employee and member experiences.
• Experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals.
• Strong ability to deliver results and meet service delivery expectations

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THE JOB AT A GLANCE

The Debtors Technical and Reporting Specialist will be responsible for providing technical and reporting assistance to the department. This individual will be responsible for researching, troubleshooting, and resolving technical issues and developing, automation of the debtors reports and maintaining effective reporting systems. This individual must be able to work independently and have strong problem-solving, communication, and organizational skills. The individual is responsible for verifying that software systems meet customer requirements and are free from defects. This individual will develop and execute manual and automated tests, analyse test results, document defects, and report test results to stakeholders.

WHAT WILL YOU DO?

• Research, troubleshoot, and resolve technical issues related to Debtors department.
• Develop, maintain, analyse, and update effective reporting systems to track debtors.
• Automation of the Debtors reports.
• Prepare accurate and timeous reports to provide actionable insights and recommendations.
• Assist with debtors-related activities as needed
• Adhere to all established policies and procedures related to Debtors
• Work closely with other departments to ensure accuracy of data
• Manage daily system reconciliations
• Analyse test results, document defects, and report test results to stakeholders.
• Work with developers and other stakeholders to ensure that software meets customer requirements.
• Participate in system design and implementation reviews to provide feedback on design and performance.
• Create and maintain test plans and test data and cases.
• Monitor system performance and provide recommendations for improvement.

WHAT YOU'LL BRING TO THE TABLE?

• At least 3 years of experience in debtors management and reporting
• Advanced knowledge of accounting principles and practices
• System or Power Bi knowledge
• Ability to work independently and in a team environment.
• Ability to work in a fast-paced environment and quickly adapt to changing priorities
• Excellent communication, problem-solving, and organizational skills
• Solid organizational and time management skills

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THE JOB AT A GLANCE

• Reporting to the Group CEO, the Executive: Customer Experience will be responsible for driving, enabling, and monitoring the execution of the Group customer experience strategy through effective collaboration with the executive team.

WHAT WILL YOU DO?
Strategy Enablement and Execution

• Work closely with executives to enable the customer experience strategy execution through one-on-one sessions.
• Preparation of frameworks and fill in gaps where required.
• Implement a revised operating model throughout the organisation that will support the roll out of the customer strategy.
• Provide expert advice and consulting to the CEO from both an insurance and legal perspective, through the sound understanding of the organisation’s context and customer experience strategy, unpacking key challenges and/or opportunities, options and choices and potential implications (both positive and negative)
• Manage and drive key projects and initiatives that are critical to the customer experience strategy execution by ensuring that these are executed as per plan and have the desired outcome.
• Provide support on the customer experience strategy execution, monitoring and reporting for shareholder and investor categories.

Effective Reporting                                                                                                           

• Coordinate the reporting function from the CEO’s Office ensuring that the correct information is presented in the right way at the right level.
• Coordinate and ensure the development of a fit for purpose dashboard.

 Key Stakeholder Engagement

• Attend and participate in Group and Divisional Excos
• Participate in key meetings related to strategic initiatives, in order to keep updated on any relevant developments or risks.
• Provide continuous feedback to the CEO and highlight any areas that require his/her direct intervention.
• Support the CEO, and strategic function in any relevant matters, in order to drive the function’s agenda and achieve strategic objectives for the organisation

Requirements
WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: Degree in Corporate and Insurance law or related
• Master’s Degree (preferred)
• Qualification or Certificate in strategic management
• 10 years’ experience in a corporate environment
• Business Acumen and an understanding of the organisation and industry
• Firm understanding of the strategy of the group
• The ability to engage with and provide insights and guidance to executives
• Report drafting and preparation skills