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Manager - Complaints Resolution

Published on 20.11.2020


Website :
Industries :
Banking, insurance, finance
Job ads : See our Job Ads
Liberty Group Limited is an Authorised Financial Service Provider in terms of the FAIS Act (Licence no 2409) – Terms and Conditions Apply. ... read more

Job Ad & Profile Description

Position : Manager - Complaints Resolution

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.


To plan, manage and monitor the implementation of Medical Claims complaints resolution management activities and processes in order to deliver on approved operational plans in an effective and efficient manner.



  • Implement and execute activities and initiatives in a manner that consistently improve the efficiency and effectiveness of related processes.
  • Continuously improve quality assurance management services and related delivery processes in order to meet changing business requirements.
  • Plan for, manage and ensure the effective administration of area related support services in alignment with team and individual performance objectives.
  • Manage the effective resolution of customer complaints, ensuring problems are addressed in a timely and accurate manner.
  • Develop and implement supplier dashboards to measure performance and quality assurance; to make recommendations for improvement.
  • Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
  • Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
  • Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.


  • Maintain a log of all customer complaints and how they have been addressed for trend and age analysis.
  • Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
  • Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.


  • Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.

Learning and Growth

  • Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.
  • Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.


  • Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
  • Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.
Required profile for job ad : Manager - Complaints Resolution

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Minimum Experience

3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Critical Job

The Following Aspects are Critical To This Role:

  • Proven experience in Medical Claims Complaints handling and resolutions is a non-negotiable requirement for this role;
  • Experience in managing and leading a team;
  • Minimim of 3 years experience in dealing with difficult clients and very complex medical claims complaints within Life Insurance;
  • Proven experience in drafting and reviewing Medical claims complaints;
  • Strong experience and skills in client relationship management and engagement.  
  • Claims assessing experience willl be an advantage in this role.


Technical Competencies

  • Customer Understanding (Intermediate)
  • Service Delivery (Intermediate)
  • Query resolution (Proficient)
  • Customer Liaison (Proficient)
  • Risk Awareness (Intermediate)
  • Conflict Resolution (Intermediate)
  • Functional Policies and Procedures (Intermediate)
  • Budgeting and Expenditure Control (Intermediate)
  • Customer Relationship Management (Intermediate)

Behavioural Competencies

  • People Management and Empowerment (Intermediate)
  • Interpersonal Effectiveness (Intermediate)
  • Problem Solving and Analysis (Intermediate)
  • Strategic Insight and Capability (Intermediate)
  • Teamwork and Cooperation (Intermediate)
  • Judgment and decision making (Intermediate)
  • Customer service orientation (Intermediate)
  • Communicating with Impact (Intermediate)
  • Relationship Management and Networking (Proficient)
  • Customer Orientation (Intermediate)
Job criteria for job ad : Manager - Complaints Resolution
Job category :
Marketing, communication
Industries :
Banking, insurance, finance
Employment type :
Permanent contract
Region :
Eastern Cape - Free State - Gauteng - KwaZulu-Natal - Limpopo - Mpumalanga - North West - Northern Cape - Western Cape
Experience level :
2 to 5 years
Educational level :
Spoken language :
Number of Position(s) : 1

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