Call Centre Manager – Client Service (Insurance Industry)

Role PurposeLead and assume operational responsibility for a number of teams within the Client Care Department (Intermediary focused Call centre, focusing on Personal and Commercial Insuranceproduct servicing). Responsibilities and work outputs • Target setting • Budgeting • Planning • Shifts • Quality etc. • Team Leader development • Departments staffing, Recruitment and Selection • Performance management, including management of disciplinary processes • Continuous improvement of training methods, performance measurement systems, underwriting standards etc. • Management reports • People management • Relationship management with various stakeholders i.e.
intermediaries · Previously managed call centre teams

Experience and Qualifications •Matric/Grade 12 •Relevant tertiary qualification will be highly beneficial •NQF 5 as required/ equivalent qualification · 120 FAIS Credits • Advanced Excel skills (You will be expected to do projections on graphs etc.
) • The ideal candidate must have knowledge and insight about the Client Care department (having management experience in more than one operational Client Care Department would be highly beneficial) • 5 years’ managerial experience (essential) • Experience as a Department Manager will be an advantage • Relevant experience and accreditation in personal and commercial product (essential) • Broker servicing management experience (advantageous) • FAIS Regulatory examination RE1 (Key Individual exam) will be an advantage Location The above-mentioned position is currently available at our office in Centurion. Additional information:Employment type: Full-time