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.Create alliances and networks that inspire trust, facilitate collaboration, and offer support.Attending to queries and complaints promptly, constructively, empathetically, and professionally by utilising all necessary resources available.Apply knowledge and understanding of the claims notification process, how claims are validated and investigated.Manage the handling of individuals and portfolios of claims cost-effectively, minimising claims leakage, and meeting organisational and customer claims service standards.Unite the organisation to meet customer needs and achieve all business goals.Identify and lead change across the organisation for the benefit of the customer.Define what the customer experience should be to meet corporate objectives and achieve customer advocacy.Delivery of activities that deliver the desired customer experience through effective customer journeys.Design, manage, execute, and monitor activities, outputs, and performance of employees against targets and objectives and develop 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.Setting challenging performance goals, removing barriers, channeling resources and monitoring endeavours to deliver desired end-results.Adapting to changing circumstances and demands by being receptive to new ideas and displaying resilience in the changing world of work.Developing others to prosper personally and professionally by delegating responsibilities, encouraging independence, and providing clear directions and feedback.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.Salvage management processes and relevant legislation.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.Conveying and disseminating information in a clear, concise, convincing manner.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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