Job Description

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Management of individual and team performance and to provide an effective and efficient service to clients within service level agreements in the Call Centre.

Requirements

Matric
Relevant Tertiary Qualification will be an advantage.
2 to 3 years leadership experience will be an added advantage
2 to 3 years Industry experience.
Knowledge of the Oracle systems will be an advantage
Knowledge of the health care industry.
Client service experience in the medical aid environment will be an advantage.
Knowledge of MomentumMedical Scheme will be an advantage.

Duties & Responsibilities

Ensure timeous resolution of all queries and problems escalated.
Implementation of mechanisms to maintain and improve client service.
Manage individual performance and provide appropriate training and coaching where necessary.
Contribute to the development of plans and process within area.
Manage the achievement of service standards in line with service level agreements.
Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement.
Effectively manage all day-to-day team activities and escalations.
Maintain effective and efficient record keeping on the relevant system.
Conduct regular engagement with team members in order to cascade information and team objectives.
Build a capacitated team through innovative hiring and training techniques.
Make recommendations tooptimise the function and service delivery.
Collaborate with relevant teams by sharing best practices andknowledge to enhance service delivery.
Analyse team performance through various statistical and reporting methods and engage with team to increase quality and client satisfaction.
Manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets.
Identify and report on any significant performance issues and implement a plan to resolveto maintain the team efficiency.
Develop processes and procedures to increase effectiveness and quality of services provision, and to develop proactive ongoing improvement initiatives.
Provide efficient administration services through careful and timeous planning, reporting and updating of all related information.
Track, control and influence activities with the specific aim to increase and improve operational efficiencies.
Cultivate and manage working relationships with a variety of stakeholders.
Review and present as required, periodic performance reports related to your team and resources.

Competencies

Business Acumen
Client/Stakeholder Commitment
Drive for Results
Leads Change and Innovation
Motivating and Inspiring Team
Collaboration
Impact and Influence
Self-Awareness and Insight
Diversity and Inclusiveness
* Growing Talent