Full management, supervision and motivation over Policy Administration team,Key client administration, encompassing relationship building and maintenance with the organization’s strategic and other key clients,First point of contact and liaison between the Regent Policy Admin Department and Point (External Client – Fulfilment Expert), Escalation person for customer queries and complaints (Service Champion),Skills (System & Product) Development Trainer for internal and external stakeholdersQuality Assurance Audits on ad hoc basis in support of the QA Department,Productivity monitoring/analysis and performance management,Designing and Compiling Training Packs for Brokers and Internal departments,Testing and signing off initiated system enhancements/amendments Annual communication Process custodian Designing and Compiling Client Communication for Compliance to sign-off Compiling of internal tests for staff Weekly, monthly and ad hoc reporting Support management during interviews for Technicians, Fulfilments Clarks, Admin Assistants and Initiator positions, Construct stats on the monthly performance of the Motor Division for MANCO,Financial risk mitigation through financial report analysis and refund authorization.

Full management and supervision of the Sales and Client Services Department (Staff Compliment : 18 Employee’s),Loading and importing of lead files for the sales to onto the SKI system, Data and call coding analysis of Dialler reports,Sales call audits and side by side quality assurance,System report extraction and analysis for management weekly productivity reporting.Client communication management ( New Business fulfilment and promotional text messages), Testing and signing off initiated system enhancements/amendments, Month End productivity reporting for commission releasesEscalation person for customer queries and complaintsCustomer refund request audits and submission to external client (Vendor),Customer relations;Keep customer up to date on their queries,Managements notes on system need to be maintained,Financial reporting to management using bordereaux’s,Client/ Broker commission releases,I’sure Division Month End run (raising premiums for the new month ACB collections, and submitting payment files to banks for premium collection and premium receipting), andAssisting with any other assignment given by Management.

General Contact Centre Administration,Providing management with stats that indicate the Contact Centre’s performance (daily, monthly and weekly individual and team stats),Performing Personal Assistant duties to the Management Team (arranging meetings,personal diary management, call screening, staff documentation submission and collections, constructing of minutes for meetings etc.)Producing Performance stats for the Contact Centre’s Sales Team Auditing call/control sheets to ensure accurate call coding by Sales Agents,Providing Campaign stats for lead suppliers,Welcoming of clients/stakeholders,Organizing and facilitating events (Product training sessions/ Team building sessions/ Year End functions etc.) within the Contact Centre,Resolving Customer complaints that have been escalated, and General Call Centre procurement.