THE JOB AT A GLANCE

• The Head for Collection and Membership will be responsible for overseeing the day to day, operational onboarding, and administration of policies for both COID and the RMA Life VAPS products.
• This incumbent will also be responsible for developing strategies to accelerate the enhancement of the customer experience value chain through the creation of efficient onboarding and policy administration processes for COID and RMA Life VAPS.
• Furthermore, the incumbent will be accountable for the overall seamless collection of premiums for the Group. The incumbent shall ensure that the relevant standards and company policies and procedures are adhered to.

WHAT WILL YOU DO?

Overall Membership and Collection

• Overall development and execution of membership and collection strategy in line with the budget
• Monitoring the strategy through dashboard reporting
• Ensure that planning takes place in line with standard and that necessary compliance controls are implemented
• Prepare and monitor the functional budget to the COO’s office and review monthly cost centre reports.
• Submit monthly reports to different forums when required.
• Monitor and review recoveries.

Oversee Debtors and Collections

• Review processes followed by the debtor manager to ensure targets are achievable relating to premium collection
• Review and obtain reasons for long outstanding debtors and procedures to be performed to ensure reduced
• Review the reconciliation to confirm billing accuracy and completeness
• Sign term letters for members and refunds
• Review and maintain refunds higher than R25K for AML purposes.

Oversee Membership/Policy Administration function

• Ensure accurate and timeous delivery of invoicing valued at R3bil of COID premium income
• Ensure assessment and enforcement of COID to enhance compliance
• Oversee and contribute to the identification of opportunities to attract and grow the RMA customer segments relationships through improved targeting of best-in-class product/services
• Analyse customer complaints, identify root causes of service issues, develop, and oversee the implementation of recommendations for addressing them
• Oversee the development of initiatives which enhance customer satisfaction.

Staff Management

• Allocate tasks to staff
• Develop KPA’s for staff
• Ensure that staff is trained to carry out duties
• Set goals for own operations team
• Do performance management and address below standard performance
• Daily and weekly supervision of subordinates through informal and formal discussions
• Implement and use the performance management system fully to monitor the performance of subordinates
• Liaise with HR on staff related issues
• Identify training requirements for staff, through effective staff management and assist them in meeting their training requirements, by helping to arrange suitable training for them
• Draft staff work plans and ensure implementation
• Attend relevant industry related committee
• Develop strategic and operational plans for the unit
• Ensure implementation of the plans by supervising staff
• Monitor and review plans on an ongoing basis
• Draft, develop, maintain, and implement policies and procedures in relevant competency
• Maintain relationships with relevant stakeholders including management.

Reporting and participation in various forums/committees and providing compliance support

• Attend Group Operations Exco and Manco
• Adhere to internal controls
• Timeously produce reports for all committees
• Ensure that proposed new products are researched to evaluate financial viability and to forecast performance; Present such reports to top management.
• Ensure compliance with mandatory requirements
• Ensure that all work is performed in terms of required standard and regulation
• Ensure internal audits are completed on time and are successfully coordinated
• Perform any other processes important to identify any fraudulent activities within the Group.

Project Management

• Review the project’s scope high level ensure process is adequate
• Attend meetings when required, provide inputs
• Allocate resources to projects and review outputs
• Plan and manage projects within budget.

WHAT YOULL BRING TO THE TABLE?

• Business degree or Finance Qualification
• Post Graduate qualification preferable
• MBA/CA (SA) is advantageous
• FAIS accredited and qualified (RE01 and RE05 Certificates) required
• 10 - 12 years’ experience in financial services industry
• Minium 7 years in a senior management position with at least 5 years’ experience managing a medium to large team
• Knowledge of business policies, processes and procedures, legal compliance
• Background knowledge of financial sector and insurance industry
• Above average IT skills
• Commercial awareness and financial management
• Excellent client relationship management
• Organising and effective management of time to meet commitments.