Johannesburg, Gauteng
Customer Relationship Manager
Negotiable
About the job:
Serve as the primary liaison between the company and their clients or potential clients. Develop customer-specific value-added services (in conjunction with the Claims Operations) and work as a customer champion ensuring that the role is conducted in the most effective, efficient way whilst delivering a customer-centric claims service in a manner which supports the company values.
Key Responsibilities: Improving the overall customer experience by understanding their needs.Managing customer expectations.Sharing knowledge and information and delivering services both promptly and efficiently.Establishing, sustaining, and fostering professional teams.Creating alliances and networks that inspire trust, facilitate collaboration, and offer support.Attending to queries and complaints timeously, constructively, empathetically, and professionally by utilising all necessary resources available.Applying knowledge and understanding of the claims notification process, how claims are validated and investigated, and the process.Ensuring effective resolution/closure of a claim, including claim settlement and quantum agreement.Managing the handling of individuals and portfolios of claims cost-effectively, minimising claims leakage, and meeting organisational and customer claims service standards.Uniting the organisation to meet customer needs and achieve all business goals.Identifying and leading change across the organisation for the benefit of the customer.Defining what the customer experience should be to meet corporate objectives and achieve customer advocacy.Delivering activities that provide the desired customer experience through effective customer journeys.Designing, managing, executing, and monitoring activities, outputs, and performance of employees against targets and objectives and developing strategies or interventions for performance improvement.Leading and influencing a team towards the achievement of end-results and building commitment towards organisational goals whilst managing team dynamics and capitalising on individual strengths.Exploring opportunities for increasing revenue, decreasing costs, fast-tracking business expansion, and enhancing profitability by building strategic partnerships and making strategic business decisions.Setting challenging performance goals, removing barriers, channeling resources, and monitoring endeavours to deliver desired end-results in the face of complex work demands.Adapting to changing circumstances and demands by being receptive to new ideas, appreciating different perspectives, seeking support for new initiatives, adopting new trends, and displaying resilience in the changing world of work while helping others to overcome transformational challenges.Developing others to prosper personally and professionally by delegating responsibilities, encouraging independence, providing clear directions and feedback, as well as mentoring and coaching to build their self-confidence, activate individual talents, and facilitate their personal growth.Internal Relationships:
Claims Management, Operations and Leadership Team, Collaborate with Claims Procurement, Marketing and Customer Relationship Teams, Underwriting and Finance, Training Specialist.
External Relationships:
Customers, Brokers, Intermediaries, Partners, Claims Vendors, Service Providers, External Auditors.
Qualifications and Requirements: Grade 12 Matric, NQF Level 6 (B-Degree).3-5 years of working within claims operations or customer role (CRM).Associate of the Insurance Institute of South Africa (AIISA) FIISA.Understanding of salvage management processes and relevant legislation.Knowledge of people management processes and policies, including end-to-end performance management.Understanding of Basic Conditions of Employment Act and Labour Relations Act.Knowledge of claims operations.Understanding of processes and impact on the business.Ability to manage budget control costs.Ability to interact at different levels.Clear understanding of the company's claims handling strategy and implementation thereof.Advanced knowledge of management principles.Understanding of change management principles.Understanding of key claims operational and financial metrics.Understanding and knowledge of regulatory bodies and principles relating to short-term insurance.Ability to convey and disseminate information in a verbal or written format that is clear, concise, convincing, and tailored to the needs of target audiences.Understanding the insurance industry, as well as the organisational strategy, structure, stakeholders, guiding principles, climate, market, and culture in relation to the achievement of goals and end-results.Posted 2024-08-12
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