Jobs

Policy Administration Manager (Retentions)

Our client, a large Business Solutions Provider to the Insurance Industry is looking for a Policy Administration Manager, with proven retentions and call centre management experience, to be based at their office in Durban.
 
This person will be responsible for the day to day operation of the general policy administration, cancellations and retention teams.
 
Education and Experience:
    • Matric.
    • Appropriate Insurance or other relevant qualification is required.  
    • Proven track record in leading, managing and coaching a team is required.
    • At least 5 years' experience in the policy administration department or similar experience in a financial services/call centre environment is required.
    • Advanced excel skills is essential, including but not limited to; pivots, v look-ups and sum-ifs.
    • Proficient in the preparation and analysis of reports.
    • Experience in a collection's environment.
    • Strong communication skills
 
Policy administration and retention call centre management
    • Monitoring of call centre volumes and capacity 
    • Daily review of call centre statistics and identifying and resolving inefficiencies.
    • Review of weekly QA stats and providing weekly feedback to administrators.
    • Responsible for the quality of service and information provided to Policy Holders.
    • Assume responsibility for ensuring that policy administrators act within FAIS guidelines relating to imparting information and not providing advice.
 
Administration and other folders management
    • Responsible for real time management of the respective public folders, work allocation, and ensuring that all items are actioned per the required standards within the required turnaround times.
    • Responsible for the daily review of tasks completed, productivity management, and identifying and resolving inefficiencies.
    • Responsible for reviewing weekly QA stats and providing weekly feedback to administrators.
    • Responsible for the quality of service and information provided to Policy Holders.
    • Assume responsibility for ensuring that policy administrators act within FAIS guidelines relating to imparting information and not providing advice.
 
Retention
    • Accountable for the retention strategy.  
    • Responsible for allocating retention tasks to retention policy administrators.
    • Responsible for the daily review of tasks completed, productivity management, and identifying and resolving inefficiencies.
    • Responsible for ensuring that all tasks are completed before the relevant business partner reporting deadlines.
    • Responsible for the preparation of retention reports for the relevant business partners in accordance with reporting deadlines.
    • Responsible for understanding, interpreting and analysing both raw data and reports with the intention of providing logical responses and explanations to business partner queries.
    • Responsible for proactively reviewing data and reports to identify potential problems.
    • Responsible for conducting reasonableness checks on reports.
    • Responsible for ensuring effective communication with business partners.
 
Communication
    • Managing the sms queues and sending daily sms's.
 
Preparation of weekly statistical reports for the Head of Scheme Operations
 
Leading and managing people
    • Responsible for maximising employee potential and development through appropriate guidance and motivation.
    • Responsible for identifying training requirements, and facilitation thereof.
    • Ensures compliance with all internal policies and procedures.
    • Accountable for the day to day operational efficiencies of the general Policy Administration, Cancellations and Retention teams.  
    • Responsible for the quality and completeness of work produced by these teams.
    • Responsible for the effective performance of these teams.
    • Responsible for the efficient use of resources through planning, allocating, organising and coordination of work.  
    • Responsible for daily management of team (lunch hour planning, coaching, feedback).
    • Responsible for the completion of performance plans, check-in sessions and evaluations.
 
Knowledge, Skills and Behaviours:
    • Proven leadership and planning skills.
    • Excellent understanding of the policy administration process and operations.
    • Understanding of the customer retention process, and ability to compile retention reporting.
    • Good MS Office skills including Advanced Excel.
    • Good numeracy skills.
    • Excellent product knowledge.
    • Ability to solve problems.
    • Good communication skills.
    • Quality orientation.
    • Results focused.
    • Professional.
    • Diplomatic and mindful of impact.
    • Team orientation.
    • Flexible and adaptable.
    • Customer service orientation.
    • Cross cultural awareness.
    • Ability to build and maintain working relationships.
 
Please click the button to apply or call tel:0315661960 for more info.
 
Should you be shortlisted you will be contacted within one week.
 
Please follow us on Social Media or check the website regularly for updates.
 
 
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