ABOUT THE COMPANY Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.JOB PURPOSE Manage the Claims and Customer Services teams. Ensure effective delivery of service to all levels of inbound and outbound customer interactions. Implement operational plans to assist in achieving the required operational results.RESPONSIBILITIES Operations ManagementOversee and manage different teams in the services and claims department. Ensure the operational function is in line with company goals, objectives, policies and procedures. Implement, drive and monitor group strategy and operational efficiency.Leadership and DirectionCollaborate, create and communicate the tactical plan and action needed to execute the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.Customer ServiceManage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards. Manage within the team, the effective and efficient client queries and complaints. Review the customer services process and metrics. Ensure clients are treated according to the TCF principles; between managers, reps and clients.Performance ManagementManage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives. Ensure the right skill level, experience, qualifications of people are aligned to support service delivery, achieving production and performance targets at all times.Improvement / InnovationIdentify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.Operational ComplianceMonitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.Stakeholder EngagementBuild and maintain effective relationships with all internal stakeholders. Identify and manage stakeholders up to management level, finding out their needs/ issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.Work Scheduling and AllocationDevelop short- or medium-term work schedules in order to achieve planned commitments. Approve or liaise with different areas in the business to acquire and use different resources as needed. Ensure adequate work allocation tothe correct resource skill in order to achieve client satisfaction.Insights and ReportingPrepare and coordinate the completion of various data and analytics reports. Ensure accurate management information by analyzing trends and providing day to day and monthly reports to business.Budgeting & CostingTrack budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.Organizational Capability BuildingUse the organization's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide formal and informal training or coaching to managers and others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.Customer Relationship Management (CRM) DataEnsure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.Personal Capability BuildingDevelop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.TECHNICAL COMPETENCIES Customer Service DeliveryUse comprehensive knowledge and skills while guiding and training others to meet high customer service standards.ComplianceUse comprehensive knowledge and skill while guiding and training others to achieve full compliance with applicable rules, regulations and policy and procedures in management and/or operations.Verbal and Written CommunicationApply comprehensive knowledge while providing guidance and training to others to use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.Planning and OrganizingUse comprehensive knowledge and skills while providing guidance and training to others to plan, organize, prioritize and oversee activities to efficiently meet business objectives.Action PlanningUse comprehensive knowledge and skills while providing guidance and training to others to develop appropriate plans or perform necessary actions based on recommendations and requirements.Learning and Talent DevelopmentUse comprehensive knowledge and skills while guiding and training others to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.ReportingApply comprehensive knowledge and skills while providing guidance and training to others to create relevant, lucid and effective reports.Customer System OperationProvide technical guidance when required to understand and effectively operate all customer management systems. Avaya customer system.Data Collection and analysisProvide technical guidance when required to analyze data trends for use in reports to help guide decision making.Computer skillsSupport business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.Proficient in MS Office.EDUCATION General EducationMatric / Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year degree or diploma in relevant field (Essential);EXPERIENCE General Experience5 or more years experience in a call centre and services environment (Essential);Experience in Financial Services Industry (Advantageous);Experience with Avaya related system (Advantageous)Managerial Experience3 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)