Jobs at AVBOB South Africa

Description

• Matric (Grade 12) and/ or tertiary education with 30 credits on NQF level 4
• Comply with FAIS legislation for registration as Fit and Proper individuals

Applicants who entered the industry as follows: 

• From years 2004 – 2007 requires 30 credits on NQF 4 obtained by 31 December 2009.
• From years 2008 - 2009 requires 30 credits or 60 credits on NQF 4 obtained by 31 December 2011 or full FAIS recognised qualification obtained by 31 December 2013
• All those appointed in the industry from the year 2010 onwards require a full FAIS recognised qualification
• Clear ITC credit record
• Clear criminal record
• RE 5 will be an advantage

Requirements

• Grade 12
• Marketing experience
• Drivers’ license and have own reliable transport and cell phone (advantage)

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Description

• The Handyman is responsible for carrying out day-to-day and mouth-to-mouth maintenance, repairs, minor building work and improvements to AVBOB’s funeral and insurance offices in the Western Cape area.
• This includes checks and inspections to identify maintenance requirements.

RESPONSIBILITIES INCLUDE:

• General maintenance repairs including electrical, plumbing and small building related repairs on all AVBOB Western Cape facilities.
• Assist and report to the Foreman General Assistance in order to complete all building related maintenance activities.
• Movement (portage) of good and materials.
• Collection of material from suppliers.
• Manage and maintain own toolbox.
• Manage and maintain work ad store areas.
• Cleaning of premises after maintenance.
• Perform work according to Head Office job cards issued under the instruction of the Foreman.
• Adherence to all occupational health and safety requirements.
• Cleaning of premises after work completed. The above duties are the main duties required to be successful I this role, however the employee van be requested to perform other duties and responsibilities from to time, during his/her employment with the company, based on its operational requirements within reason that the employee avail him/herself to undertake other work at the request of the company.

Requirements
QUALIFICATIONS REQUIRED FOR THE POSITION:

Grade 10 EXPERIENCE REQUIRED FOR THE POSITION:

• 5 Years as a general worker (handyman)
• Must be willing to work after hours and weekends where required.

KNOWLEDGE REQUIRED FOR THE POSITION:

General handyman knowledge in the following but not limited to:

• Electrical
• Plumbing
• Painting
• Carpentry/construction
• Appliance repair

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Description

Team Management

• Attend scheduled area meetings and report back to 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 record 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 appraisals 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 to with the necessary stakeholders in an accurate and timely manner.

Customer Service

• Address escalated enquiries 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.

Requirements

• 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 TCF outcomes impacts the role, and is embedded in the culture of AVBOB.
• Monitor the implementation of Voice of the Customer (VOC) initiatives in all offices and in collaboration with Manager: Customer Experience.
• Monitor the implementation of the Moreki Pele program in all offices and in collaboration with the Manager: Customer Experience and Area Manager.
• Monitor the Net Promoter Score (NPS) results of all 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 report to the area manager on improvement areas and record progress made on improvement on a monthly basis.
• Evaluate work processes and implement standardized processes and procedures to facilitate effective client service 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 and within the relevant rime 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 finalized 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 Forensics 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. Report on feedback from line managers to Head Office within agreed periods per insurance clerk.
• Maintain accurate records and reporting systems and processes to track investigations and provide timely feedback on investigations to Forensics.

Reporting

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

General

• Oversee and monitor own offices’ asset registers by ensuring that 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 any discrepancies to the area manager.
• In collaboration with the area manager, keep record of office attendance registers and store appropriately to 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.
• Report any discrepancies to the area manager to implement remedial action. 

Minimum Qualifications

• Grade 12
• A FAIS recognized qualification
• RE5
• RE1 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 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 Detail
• Communication (Verbal & Written)
• Computer Literacy
• Organising, Planning & Time Management Skills
• Decision Making Skills
• Dependability and Reliability
• Conflict Management Skills
• Team Work
• Initiative
• Negotiation Skills
• Computer Services