Case Manager

SUMMARY:
We are looking for a Case Manager. The purpose of the role is to support the provision of excellent case handling 
services for members which is trusted and valued and provides fair treatment and outcomes. The role will do this by managing a case load of files and using expert knowledge and judgement to formulate strategies in order to advise and guide members on relevant processes, ensuring an excellent member service is provided. We have a permanent role in Pretoria.

POSITION INFO:
Responsibilities
- Provide cross team and departmental support where required to ensure KPIs are met and service standards are maintained
- Support decision making in key internal governance meetings by representing the member voice and ensuring technical input is considered on matters; for high profile cases ensure the reputation of the company is protected
- Support the management of external and internal stakeholders by advocating the service delivered by the company; contribute with technical input into articles, webinars and presenting at conferences, teach ACM essential skills
etc, as required.
- Undertake other duties and tasks that from time to time may be allocated to the jobholder that are appropriate to
the grade or role
- Engages constructively with cultural and strategic changes taking place across the business

Accountabilities
- Service Deliver
- Financial
- Member
- People
- Risk

Knowledge and Qualifications
- Educated to degree level or equivalent experience in similar field / role

Skills
- Excellent oral and written communication
- Excellent interpersonal skills and the ability to demonstrate empathy and manage difficult conversations
- Investigative and analytical skills to provide a pragmatic approach to problem solving
- To work autonomously to ensure effective handling of cases.
- Management of complex and challenging
situations
- Prioritisation and personal time management to deliver to SLAs / KPIs

Experience
- Customer service / member management
- Management of claims / cases of varying complexity

Please call us on 0100300127

NB: Should you not hear from us within 6 weeks, please consider your application unsuccessful.