Purpose of the job:
Manage the release departments to ensure that deliverables are met while dealing with clients and financial aspects. Monitoring the daily functions within the departments to ensure that agreed SLA and daily targets is being adhered to and maintain the relationships between the clients and the business. Monitor and encourage staff by tracking daily progress. Building strong relations internally and externally. Dealing with escalations to ensure they are concluded. Attending monthly client meetings. Track and encourage release negotiations for company cost savings.
Main Job Function:
1.Manage and plan the day-to-day activities of all staff
Ensure that team is fully functional to carry out daily tasks and set deadlines to ensure that specified targets are set.
Ensure that the team understands what is required of them and addresses concerns and possible escalations to be dealt with proactively in daily staff meetings.
Assist in resolving escalations from the insurers, clients, service providers and release technicians.
Monitor cases and the workflow of agents and team leaders to maximum productivity.
Manage cases within and out of SLA agreements to ensure they are resolved within TAT.
Ensure that feedback is given to customers and clients as well as internally on resolution of cases.
Monitor internal communication.
Liaise with group procurement to resolve queries with problematic services providers.
Manage release technicians' daily tasks to ensure overall quality on release cases.
Manage day to day telephony stats and monthly reporting.
Daily update on Salesforce for financial losses.
2.Financial aspects
Ensure daily payments to NON-FAM service providers are loaded and released timeously each day avoid additional costs.
Ensure that release cases are completed timeously.
Assisting both debtors and creditors departments with queries relating to finance.
Ensuring and managing disputes and providing supporting document to resolve queries.
Assisting to ensure there are claim numbers for invoicing.
Overseeing the posting & linking of cases.
3.Reporting
Cleaning and double-checking accuracy of reports to clients for monthly reports.
Internal reporting to measure staff productivity daily and those targets are being achieved.
Internal management reporting to present progress within the departments.
Manage release department reports and timelines for client expectations.
Negotiation reports to determine cost savings within the release department.
Monthly reporting for all clients to track activity for the month to assist in improving shortfalls and to look at ways to improve reoccurring problems.
Monitoring and implementing release developments to assist with operational release requirement.
4.Negotiating invoices from Non-First
Assist Panel members Assist with costing provided by non-FAM service providers by reducing the rates charged to agreed or standard market related rates where team leader and agents are unsuccessful.
5.Escalations
Assisting with escalations from higher management and clients while providing support within the department in getting urgent matters resolved.
6.Human Resources function
Discipline and take corrective action according to Group standards.
Ensure time keeping and attendance requirements are being adhered to.
Interview candidates for roles which need to be filled.
Conduct monthly performance discussions with staff members individually.
Maintain/update and implement internal control and procedures.
Critical experience:
5 - 7 years' experience in operations and management as well experience in client liaison
Minimum Education:
Matric
Technical (systems) knowledge required:
Microsoft Office – Intermediate
WEB applications such as:
Dreamtec
Salesforce
TGS yard portal
Ocular
Banking applications
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