Overview
Manager: Client Engagement Jobs in Cape Town, Western Cape, South Africa at Santam Business
Title: Manager: Client Engagement
Company: Santam Business
Location: Cape Town, Western Cape, South Africa
Job title : Manager: Client Engagement
Job Location : Western Cape, Cape TownDeadline : April 06, 2025Quick Recommended Links
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Strategic
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE
Develop and implement operational strategies to achieve business objectives.
Align departmental goals with company vision and mission.
Foster strong relationships with key stakeholders (e.g., sales, underwriting, claims).
Operational
Oversee day-to-day contact centre operations, ensuring efficiency and productivity.
Manage staffing, scheduling, and resource allocation.
Monitor and analyse key performance indicators (KPIs):
Service Level (SLA)
Average Handling Time (AHT)
First-Call Resolution (FCR)
Abandon Rates
Customer Satisfaction (NPS)
Nett Premium Income (NPI)
Leadership
Lead, motivate, and develop a high-performing call center team.
Conduct performance reviews, provide feedback, and address performance gaps.
Identify training needs and facilitate staff development.
Process Improvement
Analyse and optimize call centre processes and workflows.
Implement quality control measures to ensure accuracy and consistency.
Develop and maintain process documentation.
Risk And Compliance
Ensure adherence to regulatory requirements (e.g., FAIS, FSCA).
Maintain compliance with company policies, procedures, and industry standards.
Technology And Infrastructure
Oversee contact centre technology (e.g., telephony, CRM).
Ensure infrastructure reliability and uptime.
Reporting And Analytics
Develop and maintain reporting frameworks.
Analyse data to inform operational decisions.
Customer Experience
Ensure exceptional customer service delivery.
Monitor and address customer complaints.
Other
Manage budgets and resources.
Stay up to date with industry trends and developments.
Participate in projects and initiatives to improve operations.
Skills And Qualifications
Degree or Diploma in Business, Operations or related.
FAIS compliant – Credits and RE (essential)
3 – 5 years Short Term Insurance experience (essential)
3 years Management experience in call centre operations management
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