Job Description

Closing Date 2024/01/05
Reference Number MMH220905-5
Job Title Client Service Manager - Nelspruit (Mbombela)
Position Type Permanent
Role Family Client Services
Cluster Metropolitan Life
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Mpumalanga
Location - Town / City Nelspruit (Mbombela)
Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africaxe2x80x99s people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho.
Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance
Role Purpose

Manage the day-to-day activities of client service delivery through effective people and service management in order to foster client centricity, increased productivity and enable operational excellence.
Requirements

Qualifications

• Diploma in business management

• FAIS related qualification or Regulatory Exam (preferred)

Experience

• 3-4 yearsxe2x80x99 experience managing a sales or service environment in the financial services industry

• 2 yearsxe2x80x99 management experience (preferred)

• Ability to speak African languages or multi-lingual (preferred)

• Understanding of the relevant legislation (General Code of Conduct for Authorised Financial Services Providers and Representatives, Financial Advisory and Intermediary Services (FAIS), Protection of Personal Information Act (POPI), Long Term Insurance Act, Treat Customers Fairly (TCF, etc.)

Duties & Responsibilities

Internal processes

• Manage the delivery of efficient client service administration processes and procedures.

• Manage the adherence and compliance to company polices, instructions and relevant legislation within all the client service functions

• Monitor and manage the achievement of service level agreements to ensure excellence in the client services function.

• Develop tactical plans to enhance or improve the client experience within the Branch.

• Coach and guide the Client Services team to effectively utilise client service interactions to improve client retention and repeat business activities.

• Ensure client information is accurately and timeously captured on the relevant system.

• Check and approve the relevant documentation to support the client service process in line with business and risk management practices.

• Manage the execution of client requests within the agreed timeframes, quality standards and legislation.

• Manage the leads generation and management process through active monitoring, encouragement, reporting and follow-up.

• Embed the Treat Clients Fairly outcomes in the client service environment as stipulated by the Financial Services Board.

• Actively manage the client satisfaction index to ensure the satisfaction of the clients.

• Review and authorise all financial and non-financial transactions processed by the Client Service Consultant

• Identify entrepreneurial opportunities in every interaction and remain passionate, resilient, focused and organised.

• Analyse and report on the status of client services within the branch.

• Effectively manage time and ensure optimal productivity

CLIENT

• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.

• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.

• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.

• Provide authoritative, expertise and advice to clients and stakeholders.

• Build and maintain relationships with clients and internal and external stakeholders.

• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.

• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.

• Make recommendations to improve client service and fair treatment of clients within area of responsibility.

• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.

• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.

• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values.

• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.

• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.

Competencies

• Providing Insights

• Making Decisions

• Resolving Conflict

• Developing Strategies

• Directing People

• Understanding People

• Interacting with People

• Empowering Individuals

Enquiries nokuphiwa.nzuza@metropolitan.co.za

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan