Department Head: Refunds,cash and Collections

We are looking for a motivated and experienced Department Head to oversee the day to day operations of the Refunds, Cash Administration and Collections functions. The successful candidate will be responsible for coordinating workflows, ensuring adherence to policies and procedures, maintaining service delivery standards, resolving operational challenges, and providing guidance and support to team members.

You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Supervise and coordinate the daily activities of the Refunds, Cash Administration, and Collections teams.
• Monitor departmental performance and analyse operational statistics to ensure service delivery targets are achieved.
• Assist with the preparation, monitoring, and reporting of departmental budgets.
• Follow up on outstanding premium accounts and ensure timely resolution of arrears.
• Oversee designated General Ledger accounts to ensure accuracy and compliance.
• Coordinate monthly ICT schedules and system-related activities within the department.
• Investigate and resolve escalated queries, complaints, and requests received from management, policyholders, brokers, intermediaries, and other stakeholders.
• Compile and submit monthly operational and management reports.
• Respond to escalated complaints received from regulatory and industry bodies, including the FSCA, ASISA, and the Ombudsman.
• Review correspondence and documentation prepared by team members to ensure accuracy and professionalism.
• Authorise payments and refunds within approved mandates and company policies.
• Ensure compliance with internal policies, procedures, legislative requirements, and operational controls.
• Maintain and update departmental policies, procedures, and process documentation.
• Perform daily reconciliations and ensure the accurate allocation of premiums and balancing of control accounts.
• Liaise with auditors, regulators, intermediaries, and internal stakeholders as required.
• Identify opportunities to improve operational processes, workflow efficiencies, and service delivery standards.
• Participate in system enhancement initiatives, including business requirement gathering, testing, implementation, and user support.
• Prepare and monitor exception reports to identify and address operational risks or discrepancies.
• Provide ongoing coaching, support, and guidance to team members.
• Assist with workforce planning, work allocation, and performance monitoring.
• Conduct performance discussions and contribute to employee development initiatives.
• Identify training needs and facilitate skills development within the team.
• Address performance concerns and participate in counselling and disciplinary processes in accordance with company policies.
• Promote a culture of accountability, teamwork, customer service excellence, and continuous improvement.