Job Description

Job Advert Summary

Reporting to the Manager Operations & Intermediary Services, the Operations Consultant will be responsible for providing intermediary administrative and marketing support services across the Life Operations business unit. The primary objective of this role is to enhance the client experience by ensuring interactions are seamless, personalised, and tailored to meet individual client needs.

Minimum Requirements

Education:

Degree/BTech Degree within a relevant business orientation

Experience:

2+ years experience in a cll centre environment 2+ years in a back processing environment (preferred) Experience in a client services environment (preferred)

Knowledge and Skills:

Knowledge of customer experience techniques Good business acumen Relationship management skills Communication skills Knowledge of Financial institutions (preferred) FAIS and FICA knowledge (preferred)

Competencies:

Able to thrive under constant pressure Accuracy and attention to detail for all relevant work types Ability to organise and prioritise Team player Act with integrity at all times Embrace the philosophy of treating our customers fairly and deliver on our client experience principles Competent writing and communication skills Proactive thinking Client Centricity Results Driven Highly self-motivated

Duties and Responsibilities

Provide intermediary services (administrative and marketing) across the client sets Provide information in accordance with legislative requirements Provide an exceptional telephonic service and online navigation for our clients and deliver against our client service principle Responsibilities may include proactive contact with the clients or potential clients (leads) Help build and manage the daily operations of the business - processes, systems and projects Develop internal controls for the business, testing and administration of the various systems, and running the operations of the business smoothly to ensure that clients are serviced in the PPS way

Respond to Customer needs

Engage and respond to customer's contacts professionally regardless of channel Take ownership of customer requests from receipt to conclusion Identify and escalate issues to supervisors Provide product and service information to all customers Research required information using available resources Research, identify, and resolve customer complaints using applicable software Route calls to appropriate people where required Document all request according to standard operating procedures Follow up customer calls where necessary Complete call logs and reports Take ownership of service level standards and ensure they are reached consistently Handle complaints that are too complex to be handled by junior employees

Assist Management and Support Team

Agree duties with team members in order to achieve operational targets including prioritization and work schedules Enforce PPS' training and development program Execute policies and procedures related to service delivery in Operations and between other areas Build and maintain relationships with relevant stakeholders

Keep Track of Customer Trends

Use available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team Identify process and procedure improvements and make recommendations to streamline and simplify processes Escalate systems failures to the appropriate support team in order for the team to stay productive Recognise, document, and alert the management team of trends in customer calls

Maintain Product Expertise

* Must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.