Administration Head Complaints at Avbob Mutual Assurance

We are looking for an individual with excellent problem solving and conflict resolution capability as well as investigation skills and techniques to lead our Complaints team. You will be responsible for providing support to the Complaints Manager in the execution of day-to-day departmental activities. Ensuring that the departmental processes for the handling of customer complaints run effectively and adhere to legislative requirements and AVBOB Complaints Management Framework (CMF).

You will be working for a company that is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive package which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance.

Your Responsibilities Will Include The Following

Support the management function of the Complaints department to ensure the complaints are resolved in line with the TCF principles and within the agreed time-frame, while protecting the brand and reputation of the AVBOB Group.
Supervise the workflow process for handling complaints received from AVBOB policyholders, private clients and the offices of the Regulatory Authorities (Ombudsman, FSCA and other legal entities).
Review the customer complaints and resolution outcomes pertaining to fraud, claims, policy services and funeral service.
Work collaboratively with cross-functional teams in identifying root causes of customer complaints and formulating remedial/corrective actions as part of the complaints resolution process.
Assist Complaints Manager with the implementation of the necessary remedial/corrective actions for audit findings.
Act as an escalation point for complex and high-risk cases from the Department Heads to the Manager.
Provide input to complaints department process improvements.
Support the Complaints Manager in the development, enhancement and implementation of the complaints management systems and workflow processes
Supervise, control and guide the direct reporting staff in the Complaints department - specifically the Department Heads in their relevant functions and activities.
Monitor individual team member performance in accordance with HR performance management policies, procedures and principles and provide feedback and coaching to ensure that the team members perform at optimum productivity level.

Requirements

Relevant post matric qualification (Diploma)
Regulatory Exams RE1/FAIS Accreditation. Qualification in Long Term Insurance is preferred.
5 years' long-term insurance specific work experience and extended to funeral insurance
Work experience or background in Compliance function is an advantage
3 to 5 years' proven track record in customer service and supervisory capacity essential
Ability to solve complex tasks amicably
Team leadership
Advanced communication skills (verbal and written)
Professional confidence, honesty and integrity

It is company policy to promote from within wherever possible. "Preference will be given to suitably qualified individuals from previously disadvantaged groups in South Africa."

Desired Skills

problem solving skills
sound judgement and decision making
team leadership
advanced communication skills
honesty and integrity

Desired Work Experience

2 to 5 years

Desired Qualification Level

Diploma

About The Employer

Avbob is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive package which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance.

Employer & Job Benefits