Customer Service and Distribution Manager (Parktown) needed at Rand Mutual
Job title : Customer Service and Distribution Manager (Parktown)
Job Location : Gauteng, Johannesburg
Deadline : May 12, 2024
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WHAT WILL YOU DO?
Growing the Top 50 business lives, handling and resolving service-related queries:
- Manage the team to provide a value proposition to the employers to enable the transfer and move to RMA.
- Assist and support the team in understanding the RMA products and promoting RMA products and generate leads for RMA Life Sales and Distribution.
- Provide first line product, process and technical support to customers.
- Identify up-selling and cross-selling opportunities through ongoing engagements with customers by explaining product benefits to potential customers
- Follow up on leads and referrals as received from customer engagement
- Ensure adherence to TCF principles and report any transgressions
- Participate in ad hoc assignments as per role requirements
Customer experience management, liaising and maintaining good relationships with all the employers.:
- Design and implement innovative customer experience strategies, service business plans and improvement initiatives.
- Implement the customer service guidelines that include various protocols for efficiently providing customer services.
- Maintain a proper record of the customers including communication audit trails, billings, contact information, and other relevant details and updating the information of the customers regularly.
- Map key customer journeys.
- Provide complete information about our products to the customer.
- Develop and implement product and services reports by collecting and analysing the information provided by the customers.
Cost Management:
- Manage the implementation of cost saving initiatives.
- Assistance with budget control
Customer service and stakeholder relationship management:
- Follow up on customer by engaging with the relevant stakeholders to identify whether all issues have been resolved.
- Set up continuous sessions with the client to build relationships but more importantly to ensure that RMA is providing the right service.
- Assist stakeholders and service consultants with implementing the correct processes for query management.
- Responsible for brand management in general and internal relationship building management.
- Complete thorough research on trends and conduct root cause analyses to ensure that service failures are permanently corrected.
- Solve all product or service-related issues of the customers.
- Implement corrective actions across the network to retain and deliver excellent service to our members.
- Daily query management resolution.
- Complaints handling and resolution.
- Query management and SLA enforcement.
- Enforce adherence to deadlines for reports and feedback.
- Identify training requirements and develop a training plan for execution by the Stakeholder Training Officers.
- Ensure that training programs are organised for the benefit of all the stakeholders.
- Providing first line product, process and technical support to customers
Team Management:
- Provide general administration support and supervision of the Services team.
- Manage the customer service and distribution function and ensure that high customer experience levels are maintained.
- Handle and manage departmental enquiries and ensure compliance applications.
- Assume full management responsibility for the Customer Services and Distribution team.
- Ensure that ongoing coaching and development is provided to the team through infield observation.
- Continuously manage team performance and ensure that productivity is monitored on an ongoing basis.
- Set clearly defined objectives for each team member, lead and assist them in achieving these objectives; employ, retain, develop, integrate, motivate, remunerate and assign people to appropriate tasks, conduct performance management and ensure teamwork.
- Carry out the performance management (KPI) process to rate each employee’s performance and providing feedback to employees of their strengths and development areas on a monthly basis.
- Draft and submit professional management reports.
Risk and compliance management:
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
- Ensure that a compliance culture is embedded across the team.
WHAT YOU’LL BRING TO THE TABLE?
- NQF Level 7: Bachelor’s Degree in Business Administration or equivalent
- Advance courses/diploma in sales
- Honours or MBA (Advantageous)
- RE5
- RE1 (Advantageous)
- 8 – 10 years successful experience in a sales and service support environment within an insurance/ financial services environment.
- 5+ years of people leadership experience in building, managing and/or developing high-performing teams
- Excellent sales and service skills and business acumen with the capability to communicate with enthusiasm and drive.
- Broad knowledge of the products
- Must have strong know-how and ability to handle the customers pleasantly and resolve all their issues on time.
- Knowledge and understanding of the insurance business environment and associated legislation and regulatory compliance issues
- Valid driver’s license and must be willing to travel
- Experience in leveraging new technology (e.g., AI/ML, Chat, Bots, Voice and other emerging new technologies) to drive better stakeholder experiences and driving efficiency across channels.
- Experience in journey mapping, experience design, and business and IT agile principles and delivery of new capabilities.
- Demonstrated ability to effectively leverage internal and external data and research to understand trends shaping stakeholder expectations and leveraging the insights to enhance employee and member experiences.
- Experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals.
- Strong ability to deliver results and meet service delivery expectations
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now