Job Description

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-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. www.metropolitan.co.za

Disclaimer

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

Role Purpose

Responsible for supporting optimization in Contact Centre (Telephony and Email) and Chatbot Service processes by contributing to efficiency improvements, adoption, and user experience. Works closely with business and technical teams to gather requirements, apply guidelines, and support the implementation of solutions. Provides analysis and recommendations that inform improvements, while assisting in shaping processes and tools under guidance from senior specialists. Plays a key role in enabling digital adoption and service excellence by applying best practices, documenting processes, and ensuring transparency.

Requirements

Matric/NQF Level 4 (essential)
Diploma/short courses in Information Management, Business Analysis, or related field (advantageous)
2-3 years' experience in service operations, digital processing, or contact centre support
Exposure to process improvement and digital tools preferred
Understanding of administration processes across client service environments

Duties & Responsibilities

Process Optimization

Contribute to initiatives that enhance Telephony, Mailbox, and Chatbot service capabilities.
Support IVR updates and script management by applying set guidelines.
Research and test emerging tools under senior direction.
Document workflows and map processes to highlight risks/opportunities.
Assist business units in implementing improvements and tracking progress.
Support process automation activities under guidance.


Data, Reporting & Knowledge Management



Collect and prepare data for analysis and reporting across Contact Centre processes.
Assist in compiling adoption and performance reports with accuracy.
Support the administration of pay for performance tools by maintaining data accuracy and resolving basic issues.
Contribute to maintaining Service & Operations SharePoint site as a resource hub.
Participate in testing and validation of technical solutions to ensure business requirements are met.


Stakeholder Engagement & Communication



Support awareness and adoption of digital tools by preparing demos and training material.
Assist in gathering and documenting requirements from stakeholders.
Contribute to defining project tasks and scope under senior direction.
Provide input into findings and corrective measures.
Assist with preparation of reports and presentations for management.
Act as a link between technical and business teams by translating requirements into clear documentation.


People & Development



Assist with onboarding by sharing process knowledge and guidelines.
Contribute to knowledge sharing sessions and support training activities.
Participate in service optimization initiatives and support change adoption within teams.


Finance & Governance



Support identification of opportunities for efficiency improvements.
Handle sensitive data responsibly.
Adhere to governance, compliance, and reporting standards.

Competencies

Analytical Thinking: Collects and interprets data with accuracy and attention to detail
Problem Solving: Identifies issues and escalates or proposes improvements
Business-Technical Bridge: Supports alignment of technical capabilities with business needs
Communication: Clear, structured communicator at operational level
Innovation & Agility: Learns and applies emerging tools under senior guidance
Confidentiality & Integrity: Handles sensitive data with discretion
Collaboration: Works effectively with colleagues and stakeholders to achieve outcomes
* Change Support: Participates in adoption of new tools, processes, and practices