Introduction:

Reporting to the Group Chief Operating Officer – Commercial & Partnership, the Head: Customer Service and Complaints will be responsible for developing the strategy for Customer Service for the benefit of the customers/stakeholders including leading and overseeing both inbound and outbound Contact Centre Operations that service all RMA businesses with diversified products and structures. Deliverin

Description:

THE JOB AT A GLANCE

Reporting to the Group Chief Operating Officer – Commercial & Partnership, the Head: Customer Service and Complaints will be responsible for developing the strategy for Customer Service for the benefit of the customers/stakeholders including leading and overseeing both inbound and outbound Contact Centre Operations that service all RMA businesses with diversified products and structures. Delivering a tailored service model informed by the outcome of the customer segmentation outcomes. The incumbent will also be responsible for shaping the future of Customer Service, driving its expansion and growth through effective strategy deployment, implementing the customer charter and embedding a customer centric culture.

Embedding the service charter and model across the Group. The Head: Customer Service & Complaints will be required to optimize efficiencies and ensure the delivery of exceptional customer service through a variety of customer touchpoint channels. Furthermore, the incumbent will be responsible for leading, managing and empowering the Customer Service team through a management team to ensure optimal use of resources to exceed customer expectations. They will be required to set standards, metrics, reporting and monitoring mechanism to drive excellence service and experience and improved on customer satisfaction feedback.

WHAT YOU WILL DO

Setting the Customer Service and Experience strategy

• Develop, implement the customer service and experience strategy, and drive strategic initiatives that will position RMA and its associated businesses in the market as the preferred provider of insurance from a customer service perspective


• Contribute to the development and implementation of Customer Service for the Group, defining strategies, objectives, and operational practices in accordance with RMA strategy.


• Accountable for the overall performance of Customer Service, to deliver a best-in-class service to all RMA businesses and clients.

Implementing the Customer Service Charter and embedding customer-centric Culture

• Drive a customer centric mind-set and culture within RMA, that will result in efficient product & service delivery, across all RMA businesses


• Embedding the service charter and model across the Group


• Monitor the outcome and reporting thereof.

Delivering a tailored Service Model informed by Customer Segmentation outcomes

• Drive the customer segmentation across all our key clients and partners were necessary


• Drive the clear definition of the service model in relation to the customer segmentation outcomes


• Monitor the implementation and outcome thereof for the Group.

Lead and oversee end-to-end Customer Service and Experience operations

Financial Management:

• Accountable for the planning and compilation of an annual Customer Service budget aligned to the delivery plans to support the implementation of set objectives


• Accountable for the overall performance of Customer Service to deliver within a set budget


• Accountable for budget implementation, deployment of proper financial controls, monitoring, and reporting on any variances in the departmental budget


• Build and maintain effective working relationships with stakeholders, with the ability to influence key stakeholders and drive the transformation of Customer Service, and first contact resolution strategies


• Manage and maintain relationships with the RMA Group Marketing functions and work jointly with the necessary team to deliver on the divisional marketing plan and related objectives.

Risk Management:

• Accountable for the mitigation of the Customer Service departmental risk profile as well as implementing sound governance and compliance processes to identify, manage and mitigate risks


• Delivery of Customer Service and ensuring that quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Share Best Practice and Ensure Continuous Improvement and Development:

• Apply best practices, develop continuous improvement plans, and make recommendations based on employee and customer insight


• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies


• Use Business Intelligence and Data Analytics to understand customer interactions across the customer life cycle and improve customer experience


• Use Business Intelligence and Data Analytics to understand Customer Service and Distribution operations and improve efficiencies


• Develop world-class reporting tools/dashboards in collaboration with the Strategy and Analytics team.

WHAT YOU WILL GET IN RETURN

We offer great opportunities for personal and professional development in a stable company that is 132 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

Turnaround Time:

The shortlisting process will only start once the advert due date has been reached. The time taken to complete this process will depend on how far you progress within the recruitment process and the availability of our managers. Kindly note that should you not receive a response within 21 days, please consider your application unsuccessful.

Closing Date: 13 March 2026

Our Commitment to transformation:

In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

Requirements:

WHAT YOU'LL BRING TO THE TABLE

• NQF Level 8: Relevant Customer Service and Complaints/Experience qualification


• Relevant Customer Service and Experience Certification


• At least 8 years of experience managing Customer Service Operations, in which 5 years must have been in a senior leadership role in a Customer Service department that offers diversified services


• Proven experience in leading a service driven Customer Service and Complaints operation with experience in managing an operation with diversified services


• Experience in an insurance environment or financial services is advantageous.
  
  
  

Skills & Competencies:

Leadership & Strategy

• Strategic visioning and execution


• People leadership and team development


• Innovation and change leadership

Customer-Centric Execution

• Deep understanding of customer journeys mapping and defining service models


• Ability to implement tiered and tailored service models


• Data-driven customer engagement and VOC (Voice of Customer) insight integration

Technical Skills

• Proficiency in CRM, sales analytics tools, and digital platforms


• Financial acumen with experience in revenue generation and budget management


• Strong report writing, presentation, and communication skills