Job Description

THE JOB AT A GLANCEAs a Customer Service and Distribution Manager, you will be reporting to the Head of Customer Service & Distribution, to embed a Customer Centric Excellence Model through the implementation of the Customer Service Framework. You will be responsible addressing customer issues including managing and resolving client services queries. You will also be required to visit clients to assist with the submission of the Return on Earnings, and provide them with relevant solutions, while retaining them through building and maintaining strong relationships and the provision of ongoing assistance. You will also be responsible for managing a team who will be involved in growing the number of lives within the COID business through effective customer engagement and the positioning of a value proposition to the targeted employers to move to RMA.WHAT WILL YOU DO?Driving the growth of COID lives, handling and resolving service-related queries:

• Weekly growth forum workstreams, alignment and removal of constrains for the CAE team
• 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 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

Drive retention of all Tier 2 customers through enhanced Customer Service management, liaising and maintaining good relationships with all the employers:

• Service related queries, resolve, report and ensure corrective actions across relevant Departments.
• 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:

• Lead and deliver through Customer Account Executives on distribution goals and through STCs on training requirement
• 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 employees performance and providing feedback to employees of their strengths and development areas on a monthly basis
• Draft and submit professional management reports.

Quality Assurance and compliance management:

• First line Quality Assurer in processes within the Customer Service and Delivery department
• Customer communication record keeping and monitoring
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled
• Ensure that a compliance culture is embedded across the team.

WHAT WILL YOU GET IN RETURN?We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.Turnaround timeThe shortlisting process will only start once the advert due date has been reached. The time taken to complete this process will depend on how far you progress within the recruitment process and the availability of our managers. Kindly note that should you not receive a response within 21 days, please consider your application unsuccessful.Closing date: 23 April 2024Our Commitment to transformation:In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: Bachelors Degree in Business Administration or equivalent
• Advance courses/diploma in sales
• Honours or MBA degree (advantageous)
• RE5 Certificate
• RE1 Certificate (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 drivers 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.

Rand Mutual