Job Description

Closing Date 2025/11/30
Reference Number MMH251113-1
Job Title Client Service Manager
Position Type Permanent
Role Family Client Services
Cluster Metropolitan Life
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Eastern Cape
Location - Town / City EC South - Gqeberha
Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With over a 126-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's 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.
Visit us at www.metropolitan.co.za
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose Manage teams responsible for the delivery of Client Service processes, ensure all relevant policies and procedures are followed and regulations are adhered to.
Requirements

• 6 - 8 years experience in financial services industry (essential)
• 3 - 5 years people management experience (essential)
• Exposure to a call centre or client service environment with proven knowledge of customer service principles and practices (desirable).
• Grade 12 or equivalent
• Relevant business degree
• Relevant industry related qualifications
• Product, process, system and legislation training
• Fluent in Afrikaans
• Drivers license and own reliable car.

Duties & Responsibilities
INTERNAL PROCESS
Contribute to the development of a client service strategy that enables a positive client experience and business objectives.
Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
Monitor operational results and backlogs and adjust according to service delivery requirements.
Deliver meaningful and relevant reporting on client service functions and trends as required.
Review performance in line with business objectives and realities to ensure optimal performance is maintained.
Act as an escalation point to assist Client Service Team Leaders addressing client queries.
Ensure team's adherence to correct procedure when following up on queries.
Identify and report process and system failures and enhancements to improve client experience.
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.
Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
Effectively manage performance within the team in order to ensure business objectives are achieved.
Encourage innovation, change agility and collaboration within the team.
FINANCE
Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans.
Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
Plan and implement a cycle of medium-term improvements to drive pricing of services and products.
Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.
Competencies

• Extensive financial services industry knowledge
• Sound knowledge of client service policies, procedures and processes.
• Knowledge of business-related rules and regulations.
• Knowledge of relevant regulatory and compliance requirements.
• Knowledge of the operational running of call and service centres.
• Relevant product knowledge.
• Knowledge of complaints handling processes and procedures.

Enquiries zowi.nkompela@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.

Skills Required