Job Description

We are looking for a results driven Department Head to oversee daily operations and performance across five essential teams: Retention, Courtesy Calls, New Business Verification, Fraud Detection, and Retention Premium Administration. This role serves as a vital link between frontline Team Leaders and Senior Management ensuring high standards of service delivery, compliance and team performance.



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:


Lead and support a team of Team Leaders across multiple units. Conduct regular one-on-one sessions and act as an escalation point for staff matters. Drive coaching strategies and performance discussions in collaboration with Team Leaders. Foster a culture of employee engagement, accountability, and high performance. Oversee daily workflow to ensure service levels and turnaround times are consistently met. Manage workforce planning, leave schedules, and resourcing for optimal delivery. Analyse department performance, identify bottlenecks, and implement improvement plans. Ensure adherence to regulatory, quality, and compliance standards. Address client and branch complaints not resolved at clerk level. Take ownership of operational audits, fraud investigations, and risk assessments. Compile department reports and communicate key insights to management. Liaise with IT and other departments on system issues and improvements. Handle escalations related to fraud, commission stops, and system discrepancies.


Grade 12 (Matric) A relevant Diploma or Degree 5-10 years' relevant experience Proven experience in coaching, mentoring, and people development Strong administrative and report-writing capabilities Investigative and analytical thinking Clear credit and criminal record Advanced problem-solving and decision-making skills Exceptional time management and organisational abilities Excellent written and verbal communication Strong leadership presence with a customer-centric mindset Proficient in MS Office (Word, Excel, Outlook - Intermediate) Ability to identify trends, process gaps, and drive operational improvement Resilient, change-oriented, and deadline-driven





Equity Statement: We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. "Preference will be given to suitably qualified individuals from previously disadvantaged groups in South Africa."