Team Lead: Business Insurance- Customer Care

Telesure Investment Holding

Gauteng, South Africa


Jul 8

We have exciting opportunity for a Super Hero Manager and we are looking for highly enthusiastic, driven, self-motivated, friendly individuals who are passionate about creating exceptional relationships and world class experiences with our customers in our Business Insurance Department based in our Dainfern Offices, Fourways, South Africa. The Customer Care Team Manager contributes to the organisational goals by managing the facilitation of all inbound, outbound & digital policy related matters. The aim of this would be to minimise the loss of clients, grow the book and improve overall customer experience. Monitor Lapse Ratios and make recommendations for improvements on both New & Existing Business Responsible for all aspects of staff resourcing, succession planning, management and development ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Deliver results through effective coaching of staff members.Develop, empower and grow team members. Ensure engagement of staff within the team and deprtment by utilising leadership abilities.Assist with ad hoc projects and investigations Ensure accurate Management Information: Analysis on trends; daily and monthly reporting.Utilise Systems to improve quality of saves & reinstatements (eg. Qlikview Save, Reinstatement, Discount & collections Model)Monitor Collections % and make recommendations for improvements on both New & Existing Business collection ratesMakes use of Datanet campaigns to drive collections and reinstatementsBuild, maintain and manage relationships with all internal and externalstakeholders effectively.Ensure collaboration with other departments that have similar goals (Retention teams at 1Life, Personal Lines & VAPS). Share ideas to improve performanceEnsure compliance with all necessary fit and proper requirements.Maintain high levels of Service to customers (We Hear You, Call Centre Metrics, Complaints & Compliments, OA TAT)Maximise customer retention.Manage Administration Costs (Expense Reports)Deliver the Telesure Service Way through personal effort and through others.Deliver on TCF principles in alignment with regulatory requirements

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