Manager: Bordereaux Processing and Agency Management

Overview

Let’s Write Africa’s Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description na

• Manages activities of a team of customer service consultants, ensuring effective delivery of service to all levels of internal and external customers. Handles customer complaints and escalations. Maintains a positive, productive service environment that drives a customer-focused culture. Work to improve employee engagement.
• Customer Service:
  Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.
• Resolving Customer Issues:
  Craft and cascade messaging and next steps for the most commonly raised customer issues.
• Customer Relationship Development / Prospecting:
  Develop and implement relationship management plans for complex potential customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.
• Leadership and Direction:
  Communicate the actions needed to implement the function’s strategy and business plan within the team; explain the relationship to the broader organization’s mission, vision, and values; motivate people to commit to these and to do extraordinary things to achieve local business goals.
• Performance Management:
  Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project/account team members and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
• Customer Relationship Management / Account Management:
  Develop and implement relationship management plans for complex existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
• Customer Needs Clarification:
  Set clear objectives for each sales call; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision-makers and influencers within the customer organization; gather and analyze relevant information; and gain agreement to a statement of customer requirements.
• Operational Compliance:
  Monitor and review performance and behaviors within area of responsibility to identify and resolve noncompliance with the organization’s policies and relevant regulatory codes and codes of conduct.
• Customer Relationship Management (CRM) Data:
  Oversee the implementation and maintenance of the CRM system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.
• Internal Client Relationship Management:
  Manage relationships with internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and/or external resources to support in delivering business strategy and plans.
• Work Scheduling and Allocation:
  Develop medium- or long-term work schedules that enable the organization to achieve its business goals. Involves coordinating across multiple teams.
• Organizational Capability Building:
  Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
• Operati…