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Service Manager

3 months ago

Johannesburg, Saudi Arabia Momentum Metropolitan Holdings Limited Full time

Requirements

  • Matric /Grade 12
  • Business related qualification
  • FAIS Credits min 30 credits in short term insurance if date of first appointment is before 2010. or if date of first appointment is on or after 01/01/2010, a full recognized qualification as per the FSCA qualification
  • FAIS Regulatory examination for Representatives RE5 and RE1 for Key Individual
  • If you are registered for one Class of Business Personal or Commercial you are required to have 12 CPD continuous professional development points. If you are registered for two Classes of Business Personal plus Commercial, you are required to have 18 CPD points.
  • 5 Years' experience in Servicing Short Term Insurance
  • 3 - 5 Years' experience in Managing staff in a short-term industry
  • Extensive knowledge of the Short-Term Insurance Industry

Duties & Responsibilities

INTERNAL PROCESS:

  • Manage, monitor, and control the team's delivery on Service Level Agreements made with
  • Manage, monitor, and control the team’s execution of client requests, concerns, and
  • Act as an escalation point to the team in addressing and resolving client
  • Manage and monitor productivity relating to Key areas within the
  • Ensure team’s adherence to correct procedure and protocol when following up on and attending to queries.
  • Analyze the Client Service processes and identify opportunities for improvements; implement improvements within the
  • Identify and report process and system failures and enhancements to improve client
  • Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client
  • Ensure effective
  • Implement Corrective Action

CLIENT:

  • Provide authoritative, expertise and advice to clients and
  • Build and maintain relationships with clients and internal and external
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are
  • Make recommendations to improve client service and fair treatment of clients within area of
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client

PEOPLE:

  • Effectively manage a team to deliver quality service to
  • Develop and maintain productive and collaborative working relationships with peers and
  • Positively influence and participate in change
  • Continuously develop own expertise in terms of professional, industry and legislation
  • Contribute to continuous innovation through the development, sharing and implementation of new
  • Take ownership for driving team cohesiveness and Personal development plans for staff

Competencies

  • Coaching skills
  • Directing, understanding, and interacting with people
  • Ability to work in a pressurized environment and meet
  • Establishing rapport
  • Showing composure
  • Teamwork
  • Making decisions
  • Resolving Conflict