• Manage a department’s performance within a specific division of Business Shared Services

• Ensure that your department effectively contributes to the business Unit’s Client

• Manage the budget and make decisions regarding resources with your team

• Manage the People practices and performance statistics and reports of your department

• Actively be responsible for the coaching, training and development of personnel

• Assist and provide support to team members regarding complex client enquiries

• Ensures Service Level Agreements and Key Performance Areas are continually reviewed and expectations are met with optimum levels of quality and service delivery.

• Work closely with the Resource Planning team to ensure the most effective resource plans are developed and achieved

• Review management information and make suggestions, recommendations so as to improve processes across the business.

• Matric/Grade 12

• Relevant business degree/diploma or industry related qualification

• Life Assurance environment

• Call Centre and Client Services business

• Financial Service experience is essential

• Exposure in administering premium alternation

• Experience in managing personnel within a call centre environment would be an advantage

• Ability to function under immense pressure

• Good conflict management skills

• Be innovative

• Ability to develop and empower others

• Teamwork

• Good communication

• Decision making skills

• Client service orientation

• Objective setting and control

• Self confidence

• Ability to use internal networks to solve client problems

• Ability to operate independently

• Be proficient in working with technology – computers, telephone systems and software applications