Fresh Vacancies at AVBOB South Africa

Key Performance Areas

Team Management

• Attend scheduled area meetings and report back to the employees in the area office on deficiencies with regard to customer service and to recommend, to the management structure actions to rectify.
• Conduct meetings with employees, minute meetings, share minutes with all stakeholders and keep records of minutes with regard to all customer service related matters.
• Identify development areas with regards to client service deficiencies and compile and track a development plan in respect of admin staff in reporting offices.
• Conduct counselling and coaching sessions with administrative staff in reporting offices in respect of quality assurance deficiencies and standardization of approved processes.
• Recommend and implement remedial/ corrective action in under the guidance of the area manager in terms of employee behaviour and performance in Area Office and QA in other life offices.
• Control and monitor subordinates work to ensure that tasks are performed on acceptable standards and according to policy and procedures.
• Give input on performance appraisal of admin staff related to client service action. Recommend possible training and planned coaching needs that have to be incorporated into the development plan / coaching programme of the admin staff .
• Address escalated enquiries from admin clerks with the necessary stakeholders in an accurate and timely manner.

Customer Service

• Address escalated enquires from clients with the necessary stakeholders in an accurate and timely manner.
• Monitor that policy requests and related transactions are dealt with according to policy and procedure, and are executed timeously and effectively.
• Monitor and report on all regulatory requirements to the area manager to facilitate legislative compliance in the execution of duties of admin staff. (I.e FAIS, POPIA, FICA, BCEA, LRA. Awareness of the Group’s Policies and procedures, and the regulations relevant to the role)
• Consistently demonstrate understanding of how the principle of TCF and the underlying six TFC outcome impacts the role, and is embedded in the culture of AVBOB.
• Monitor the implementation of Voice if the Customer (VOC) initiatives in all offices and in collaboration with the manager: Customer Experience
• Monitor the implementation of Moreki Pele programme in all offices and in collaboration with the Manager: Customer Experience and Area Manager.
• Monitor the Net Promoter Score ( NPS) results of all a transactions in the Area (e.g. new policies issued and policy maintenance transactions), call all detractors and some promoters, followed by providing feedback and coaching to admin staff where required and report progress and results to the area manager.
• Identify, as part of the NPS monitoring, areas of improvement and communicate such to the Area manager to remedy and improve on. Record and to the area manager on improvement areas and record progress made on improvement on a monthly basis.
• Evaluate work processes and implement standardised processes and procedures to facilitate effective client services experiences in collaboration with the area manager and relevant parties.
• Stay abreast of various policy maintenance departments’ functionality, requirements and processes to ensure that client requests are processed correctly and timely.

Risk

• Prevent losses that may occur in the business by ensuring that all queries are handled and documentation are processed correctly within the relevant time frames.
• Prevent losses that may occur by identifying suspicious transactions and reporting such transactions to area manager on a regular basis.
• Identify and give input to area manager and Manager: Customer Experience to recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
• Review policy payment reconciliation document of all reporting offices to ensure reconciliation and banking processes are finalised in a timely manner by admin clerks.

Quality Assurance and Retention

• Monitor that daily non-payment lists are extracted per office and distributed to the line managers for follow -up.
• Ensure by weekly reporting activities that feedback reports from the different line managers (BM, DM, TL, BC) are consolidated and submitted to the Area Manager for review and reporting.

Fraud Complaints/ Investigations

• Receive, escalate the area manager and record client complaints lodged by clients at the respective insurance offices and report suspected fraud cases to the Forensic Department to investigate.
• Receive, record and refer complaints/ fraud investigations from head office to the relevant line manager for investigation within one day after receipt. Record on feedback from line managers to Head Office within agreed periods per insurance clerk.
• Maintain accurate records and reporting systems and processes to track investigation and provide timely feedback on investigations to Forensics.
• Maintain accurate records and reporting.

Reporting

• Compile activity/ transaction report to area managers on a monthly basis.
• Compile weekly/ monthly progress report to the area manager on a monthly basis.

General

• Oversee and monitor own offices assets registers by ensuring that the regular asset verification is done, assets are recorded on the register correctly. Monitor asset register maintenance of reporting offices by regular reconciliation reports and report ant discrepancies to the area manager.
• In collaboration with the area manager, keep record of the office attendance registers and store appropriately and facilitate any queries/ audits only in area office where person sit.
• Monitor the petty cash account for own office. Monitor petty cash accounts of reporting offices by reviewing petty cash reconciliation reports received from reporting offices. Reports any discrepancies to the area manager to implement remedial action.

Requirements

Minimum Qualifications

• Grade 12
• A FAIS recognised qualification
• RE 5
• RE 1 will be an advantage
• Computer Literate (MS Office, Email, Internet)

Knowledge and Experience

• 2-3 years proven experience in the life insurance industry relating to the client services
• In-depth knowledge of the insurance domain, associated standards, practices, and regulations
• Experience in dealing with intermediaries
• 2-3 years relevant supervisory experience

Technical and Behavioural Competencies

• Interpersonal Skills
• Attention to details
• Communication (verbal and written)
• Computer literacy
• Organising, Planning & Time Management Skills
• Decision making skills.
• Dependability and Reliability
• Conflict Management Skills
• Team work
• Initiative
• Negotiation skills
• Customer Service

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Description

We are looking for an individual with excellent leadership skills and strong financial background to join us as Asset and Short-Term Specialist. Under the guidance of the Manager: Service Administration you will be responsible for managing the department by leading and directing the implementation of the Group’s strategy and the operational plan for the department.

• Under the guidance of the Manager: Service Administration manages the Procuring and administering of the accounting for the short-term insurance portfolio of the AVBOB Group by ensuring that sufficient insurance cover is obtained and that the premiums are correctly calculated and paid.
• Assist with the procuring of furniture and equipment for Head Office
• Administer the Asset Management for Head Office.
• Processing of financial transactions relevant to Service Administration
• Compile budgets in conjunction with relevant departments and ensure the management of the budget by controlling the section’s expenditure within agreed budget allocations and maintain accurate accounting principles.
• Manage the pool vehicles by ensuring that the Head: Service Administration organises and controls the daily use of the vehicles to ensure that they are available when required.
• Manage the department by leading and directing the implementation of the AVBOB Group strategy and the operational plan for the department.
• Manage the human resources of the department with the assistance of the management team and provide the, required inputs, evaluations and feedback to ensure the effective functioning of the team.
• Manage, control and maintain the work performance of the department

Requirements

• BCom Degree in Financial Management
• 8 years relevant administration and financial experience (Essential)
• Experience in MS Office Suite (MS Word, MS Excel, Outlook).
• Exposure to supervisory responsibilities.
• Short Term Insurance
• Contract Management

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RESPONSIBILITIES  INCLUDE:

• Recruit  up to eight high-quality insurance representatives in line with the business requirements
• Ensure  that  appointed  representatives  are  adequately  trained
• Manage  the eight insurance  representatives  optimally
• Ensure  that  the  set  insurance  sales  targets  are  reached
• Ensure  and  monitor  compliance  with  respect  to  FAIS/FICA/LTIA  and  all  other  relevant  legislation
• Risk  management
• Develop  and  expand  markets

Requirements

QUALIFICATIONS  REQUIRED  FOR  THE  POSITION:

• Grade  12 A  suitable  industry  entry  qualification  within  the  requirements  of  the  Financial  Services  Board Comply with FAIS legislation for registration as Fit and Proper individuals
•  All those appointed in the industry from the year 2010 onwards require a full FAIS recognised qualification
• Clear ITC record
• Clear criminal recordRE5  certificate
• RE1  will  be  an  advantage
• Valid driver’s  license,  own  reliable  transport  and  cell  phone

EXPERIENCE  REQUIRED  FOR  THE  POSITION:

• Proven  success  in  the  Marketing  of  Life  Assurance  for  at  least  three  years

SKILLS  REQUIRED  FOR  THE  POSITION:

• Administration skills
• Computer  skills
• Good  interpersonal  skills  and  communication  skills
• Time  management  skills

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Description

• Establishing, implementing and maintaining all components/functions of the fixed asset register system as well as reconciliations as stipulated in the policies and procedure.
• Managing the completeness and accuracy of the fixed asset register and reconciliations by ensuring that the information has been verified according to the policies and procedures, including assisting with the monthly management accounts. 
• Assisting with all departments in the maintenance of all approved payments. 
• Implementing sound financial management by planning, directing and managing the activities (reconciliations and floor management), ensuring efficient discharge of accounting obligations in line with departmental policies and procedures. 
• Developing a transparent communication system between all stakeholders to ensure a flowing financial management process. 
• Overseeing the reconciliation process and revising, updating, analyzing and monitoring the department performance against the business plan on a regular basis as well as assisting with the month end function. 
• Management of the Human resource function of the finance department by providing the required input, evaluations and feedback to ensure the effective functioning of junior employees in the finance department.

Requirements

• Completed diploma or degree in Finance 
• At least 2 years of relevant experience in a similar role
• Supervisory Experience 
• Computer literate. 
• Good interpersonal skills. 
• Leadership skills. 
• Numerical skills. 
• Analytical skills. 
• Time management skills. 
• Communication skills

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Description

Reception

• Welcome and assist Clients with short inquiries.
• Register clients on the queue management system.
• Issue clients with ticket inquiry.
• Communicate any requirements to clients.
• Register and refer clients for funeral to funeral arrangement office.
• Provide group schemes policy info to clients.
• Refer and direct clients to group schemes consultants for enquiries.
• Communicate any delays and system problems to waiting clients.
• Policy Updating.

Policy Services

• Draw quotations.
• Process conversions as per client requirements.
• Handle daily enquiries.
• Fraud misrepresentation.
• Receive and write into book to be signed.
• Distribute to Group Schemes Consultants.
• File, diarise and send cases to head office further investigation.

Statistics

• Print production figures.
• Print list of stop orders still to be lodged.
• Print production stats for GSC on daily basis.

Claims

• Assist clients to complete claim documents.
• Communicate all required documents to clients.
• Communicate all outstanding documents to the client.

Premium Collection/ Banking

• Collect cash from clients for premium payment.
• Prepare cash for banking at finance department daily.

Premium Administration

• Assist clients with changes regarding their debit orders, stop order or cash payment methods.
• Refunds of premiums.
• Stop Payments

Assistant to the Area Manager

• Typing of Letters/ Memos.
• Type Month end reports/ budget.
• Maintain the Group Schemes Consultant’s diary.

General Administration

• Typing of office documents.
• Send/receive faxes and email
• Look up information for representatives on production.
• Attend to Telephone enquiries from GSC/clients.
• Sort and distribute commission statements.
• Print team-list – distribute to GSC

Requirements

• Matric (Grade 12)
• Computer literate and must be able to work under pressure
• Good communication skills (English and two African languages)
• Should be client friendly and service orientated
• Listening and problem solving skills
• 2 – 3 Years life assurance, preferably in policy maintenance/client services environment
• 2 – 3  Years administrative experience
• AVBOB Production system will be an advantage