Standard Bank Head - Customer Services - Commercial Insurance - Jobs in South Africa
Standard Bank Head - Customer Services - Commercial Insurance - Jobs in South Africa
Job Purpose To manage the Commercial Servicing, Administration and Technical Broking teams, by adhering to standing procedures and audit requirements within an Operational environment, in terms of agreed human performance principles.
Total Teams and direct reports : 7 Teams (call centre, technical brokers and third-party brokers administration. Total direct reports = 5 (3 Managerial , Credit controller and office administrator
To provide a leading/best practice service and administrative operation for SBIB and Shared Services.
Drive and communicate departmental strategies to achieve the overall business objectives.
To guide and direct the process of addressing business challenges through clear articulation of business problems and opportunities, designing practical business solutions and implementing solutions in a disciplined and structured manner.
To facilitate the implementation of business initiatives and continuous improvements within the area.
To build, develop and maintain key relationships with various parties within Standard Bank as well as within the insurance environment.
Participates in the implementation of the of Underwriting plans as it relates to administration support in line with the business objectives.
Manages the implementation of the Insurance Operations objectives, providing leadership and facilitating work processes in order to achieve high performance standards.
Represents the Department in matters related to Commercial Risk Underwriting and product.
Ensures compliance with organizational policies, procedures and quality standards.
Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Key Responsibilities/Accountabilities
Deliver consistent operational excellence
Performance metrics achievement of different SLA’s
Continuous Improvement and Ideation
Ensure A/R Rates are within the benchmark
Ensure timeous execution of renewals and endorsements
Initiate and Drive automation and digitisation of manual processes
Utilise Workforce Management insights to balance capacity
Build for the future
Improve operational excellence with customer in mind
Ensure we base level of the maturity model in all areas -Shift the maturity rating
Be a leader in innovation & Digitisation
Enable the value chain and Group /Universal bank through agility and leverage
Involvement is salesforce journey and drive adoption
Inspire engaged people
Connect Index targets met
Ensure monthly Performance reviews and connects take place across all teams
Satisfactory Performance file audits
Behavioural science roll out and principles adoption
Talent Management
Contributes to and drive attainment of EE targets
Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies and using the information and learnings to empower the team.
Management of staff members according to HR Best Practice and Policies: recruitment, induction, task setting and delegation, performance management, development planning, managing staffing capacity, succession planning, rewards and recognition and employee relations issues.
Conduct monthly reviews with immediate staff and other stakeholders.
Risk and Control
No overdue audit findings
No audit findings in current year
Ensure Effective controls in place to prevent audit findings – ControlFirst checklists
Loss management - PI claims
Ensure TCF and conduct principles embedment in all processes
Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing
action plans; completing system audits and analyses; managing system and process improvement and quality assurance
To be registered as a KI (RE2)
To be registered as a rep (RE5)
To be cognisant of legislation pertaining to:
Financial Advisory Intermediary Services (FAIS) Act, Consumer Protection Act, King III, Basel II, PIA Act
Code of Banking Practice
Financial Intelligence Centre Act (FICA)
NCA
Any other relevant legislation
Serve the customer
Know your customer – voice of customer analysis
NPS and RTS targets achieved
Portfolio of evidence of Improved/ Shift Service Levels/remove pain points/ challenged and changed for the customer
Improve customer experience through utilisation of insights obtained from RTS and NPS
Build & maintain effective relationships with CIB / PBB , Regional Heads and Relationship Managers
Monitor call metrics; track effectiveness in call time, quality and customer experience
Handle escalated issue resolution
Ensure TCF evidence is relevant through quarterly reviews
Attainment of TCF score
Strategic Planning:
Works in close coordination with the Head of Ops and Department of Underwriting and product to develop business strategy and articulate action plans to drive the focus of business towards excellent execution
Coordinates with the product , underwriting and sales teams in pursuing potential business opportunities, addressing any queries/concerns raised by the customers and ensure the quality of business insured is maintained as per the risk management guidelines.
Financial
Achieve budget commitments
ontain cost growth to <5% on a normalised basis
Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Authorise expenditure for own area within budget
Formulate and negotiate budget for resources (e.g. staff, training, bursaries, etc.)
Ensure that expenditure is aligned to business needs and strategy
MIS Reporting
Provide Commercial Servicing feedback timeously to Board, Exco, Opcos and Mancos
Tracking, analysis , monitoring and reporting of complaints trends and come up with actions to improve
Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
Preferred Qualification and Experience
Required Qualifications
Matric
Business related degree
COP and Insurance related qualification.
RE5 qualification
Required Exprience
Minimum 8 years Operational Insurance Experience, preferably Commercial Insurance
Minimum 5 years experience in managing a diverse team and setting team goals.
Previous (and current) Commercial underwriting and product experience
Previous (and current) exposure to consumer legislation and internal regulations
Knowledge/Technical Skills/Expertise
Ability to source, analyse and act on one’s knowledge of the customer.
Understanding and support of the bank’s multi-channel environment.
Ability to create and maintain quality customer interactions.
Ability to elicit and appropriately act upon customer feedback.
Ability to analyse a single source of customer information to assess potential customer needs.
Ability to effectively communicate with customers via various channels and display knowledge of the entire bank value chain and how hand-offs work between business areas.
Ability to generate deep customer insights through communication skills.
Ability to operate within a service-focused environment.
Ability to link offering and financial solutions knowledge to meet customer needs.
Ability to identify and action opportunities for cross- and up-sell.
Ability to display a customer service orientation (pro-active display of service, being there in the moments that matter).
Ability to engage with customers in a mutually beneficial manner.
How to Apply
For more information and job application details, see; Standard Bank Head - Customer Services - Commercial Insurance - Jobs in South Africa
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