Service Manager

Purpose of the role: The Service Manager is responsible for the implementation of the strategic plan. He/she will manage and monitor the performance of Service consultants; as well as ensuring that client relationships are maintained and developed with the aim of retaining the correct calibre of clients on the book for as long as possible and reducing the risk of high loss ratio clients or high claimants to the business.

Duties and Responsibilities:

INTERNAL PROCESS:
• Manage, monitor, and control the team's delivery on Service Level Agreements made with clients.
• Manage, monitor, and control the team’s execution of client requests, concerns, and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Manage and monitor productivity relating to Key areas within the branch.
• 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 team.
• Identify and report process and system failures and enhancements to improve client experience.
• 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 experience.
• Ensure effective administration.
• Implement Corrective Action

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

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

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

Qualifications Required:
• 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 list.
• 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.

Experience Required:
• 5 Years' experience in Servicing (Short Term Insurance)
• 2 - 3 Years' experience in Managing staff in a short-term industry
• Extensive knowledge of the Short-Term Insurance Industry