Experience

Rand Mutual - RMA

• South Africa
• Insurance
• 300 - 400 Employee

• Team Leader - Membership Services

  • Mar 2017 - Present

  To supervise and manage the Membership Services Team in ensuring that all assessment processes including, conversion of customers to active status through utilisation of multiple communication channels, submission of Return of Earnings, participation in premium collection process and engagement in customer service activities, are executed effectively and efficiently.Other functional areas include the following:• Manage the flow of day-to-day operations • Monitor team members' participation • Assist in developing operational strategy the team will use to reach its goals• Provide training and communicate clear instructions to team members • Assist in the coordination, development and implementation of related training initiatives• Oversee administration of the application and on boarding processes. • Assist in the development and implementation of sound policies, procedures and systems for the optimal functioning of the department• Ensure that the policies and procedures, rules, guidelines and regulatory compliance are adhered to in the Membership Services department,• Reviews the quality and accuracy of work performed • Communicate with other teams and departments to ensure smooth operation between departments• Monthly reporting of teams qualitative and quantitative output.• Ensure the team complete all tasks allocated: Written and Verbal communication with employers / members Monitoring and reporting on tasks  Quality assurance of employer/member data Monthly premium reconciliation Obtaining employee data from employers/ members Timeous dispatching of employer/member invoices Source and update employer/ member contact details on a regular basis General Enquiries from employers and other relevant stakeholders Customer support/service to employers Any ad hoc duties Show less

• Quality Assurance Specialist

  • Nov 2016 - Feb 2017

  • Quality check and verify that all changes requested by the client were actioned on the appropriate administration system by the agent i.e. banking details change, member added, but not limited to this.• Quality check all correspondence forwarded to the client and assesses if correspondence is in line with the standards set out by business as well as the activity requested by the client.• Check if technician made detailed comments on appropriate administration system.• Check and assess if the correct decision was reached by the consultant and that the appropriate process and procedures was followed by the consultant.• Check and verify that the correct script (if required) was followed. • Make recommendations to the development of quality assessment tools, measurements and guidelines.• Work in conjunction with management to test business efficiency and consultant competency levels.• Make recommendations to management to enhance business effectiveness.• Identify and analyze trends and make recommendations to address areas of improvement to management.• Provide team leaders with coaching regarding the assessment performed by the team leader. Provide an objective view which will highlight the gaps in the consultant’s performance.• Monthly calibration sessions should be held with teams in order to minimize the quality assessment variances between consultant’s.• Keep daily stats on all quality assessments for each consultant and the score allocated for each assessment.• Provide weekly Dashboard reporting • Send each score and comments on the outcome of the assessment to the relevant consultant in the specified format.• Action with feedback if/when received from consultant if the score /outcome of the assessment are being disputed. This should be dealt with using the guidelines given by the quality assurance owner. • Request team leaders from all areas to forward their updated user list to them for quality assessment purposes.• Show less

• Senior Underwrting Technician

  • Mar 2016 - Oct 2016

• Team Leader

  • Mar 2016 - Oct 2016

  • Manage the flow of day-to-day operations • Monitor team members' participation • Assist in developing operational strategy the team will use to reach its goals• Provide training and communicate clear instructions to team members • Assist in the coordination, development and implementation of related training initiatives• Oversee administration of the application and on boarding processes. • Assist in the development and implementation of sound policies, procedures and systems for the optimal functioning of the department• Ensure that the policies and procedures, rules, guidelines and regulatory compliance are adhered to in the Membership Services department,• Reviews the quality and accuracy of work performed • Communicate with other teams and departments to ensure smooth operation between departments• Monthly reporting of teams qualitative and quantitative output.• Ensure the team complete all tasks allocated: Show less



Rand Mutual - RMA

• South Africa
• Insurance
• 300 - 400 Employee

• Underwriting Administrator

  • Nov 2011 - Feb 2015