Client Services Manager

Job description

Client Services Manager (Insurance Call Centre)

African Independent Brokers (AIB)
Location: Springs, East Rand (on-site)

This isn’t a “keep things ticking” role, this is a build, lead, fix, and elevate role.

AIB is creating this position to strengthen leadership in our internal operations. We need someone who can step in, take ownership, and raise the standard of how we serve our clients, in every call, in every interaction, in every day.


What you’ll be stepping into

• You’ll lead a client services team in a busy insurance call centre environment’ with full accountability for performance, service delivery, and team capability.

• Lead and develop Team Leaders and Consultants

• Own service levels, call quality, and client experience

• Step into escalations and resolve issues thoroughly

• Identify gaps and fix what’s not working.

• Drive performance through clear targets, coaching, and accountability

• Work closely with ops, sales, and partners to keep everything aligned

• Ensure adherence to regulatory requirements by means of audits and quality assurance.

• Support the training, onboarding, and development of team members to ensure consistent capability and service excellence.

• Monitor key performance indicators, including customer satisfaction, retention, call quality, and operational productivity, and implement action plans where needed.

• Manage daily operational workflows, workforce planning, and resource allocation to maintain efficiency and service levels

This role sits at the centre of operations, where people, process, and performance meet.

What matters here


We’re looking for someone who knows this environment and can lead from the front:

• 3–5 years in a call centre / client services environment

• 2–3 years leading people (not just managing but someone who leads)

• Insurance or financial services experience is strongly preferred

• Solid understanding of call centre metrics, performance management, and service delivery

• Comfortable having tough conversations, making decisions, and taking ownership when things go wrong.

Education

• Post-matric qualification in Business, Management, Insurance or similar (preferred)

• Matric with relevant experience will be considered

• RE5 (non-negotiable)

• RE1 (advantageous)

What will set you apart

• You understand the commercial impact of your work and lead with that in mind.

• You are hands-on and adaptable, willing to “taste the soup” and dive into the details to get the work done.

• You are not someone who hides behind process, you want to improve it!

• Pressure doesn’t scare you; it excites you!

• You are someone who leads from the front, present, involved and hands-on.

• You understand that customer experience does not “just happen”, it’s the outcome of daily discipline

Other requirements

• On-site (not remote/hybrid)

• Valid driver’s licence and own vehicle (preferred)

What you will get:

• Good basic salary plus company benefits

• A leadership team that’s been in the game for years, steady, experienced, and invested in your success

• The opportunity to step into a role where your impact will be seen and felt!

Why this role existsThis isn’t a replacement hire. It’s a deliberate investment in stronger leadership.If you’re looking for a role where you can genuinely influence performance, culture, and client experience then look no further!  

Posted on 13 Apr 09:47, Closing date 12 May