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.

Role Purpose

The successful incumbent will be responsible to lead a team responsible for supporting clients, ensuring all requests, queries, escalations, and documentation are in accordance with agreed Service Level Agreements and legislative and compliance requirements.

Requirements

QUALIFICATION

Grade 12 or equivalent (Essential).
Business or Industry related qualification (Desirable).
Relevant product and system training (Desirable).

EXPERIENCE

3 - 5 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
4 - 5 years' experience in client service environment with proven knowledge of customer service principles and practices.
2 - 3 years' management experience.
Exposure to the health / insurance industry (preferred).

KNOWLEDGE

Relevant business products, processes, systems and procedures
Relevant regulatory and compliance requirements
MS Office Suite (Word, Excel)

Duties & Responsibilities

INTERNAL PROCESS

Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level
Agreement and legislative and compliance requirements.Manage, monitor and control the team's delivery on Service Level Agreements made with clients.
Manage, monitor and control the team's execution of client requests, concerns and queries.
Act as an escalation point to the team in addressing and resolving client queries.
Ensure team's adherence to correct procedure and protocol when following up on and attending to queries.
Analyse the Client Service processes and identify opportunities for improvements; implement improvements within the team.
Identify and report process and system failures and enhancements to improve client experience.
Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
Ensure that the team outputs are aligned to business objectives.

CLIENT

Provide authoritative, expertise and advice to clients and stakeholders.
Build and maintain relationships with clients and internal and external stakeholders.
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.
Ensure satisfactory resolution of all queries and problems escalated.
Developing and renewing best practice guidelines and procedures concerning client service.
Implementation of mechanisms to improve client service
Planning and implementing after-sales service and damage control interventions to ensure client satisfaction.

PEOPLE

Effectively manage a team to deliver quality service to clients.
Develop and maintain productive and collaborative working relationships with peers and stakeholders.
Positively influence and participate in change initiatives.
Continuously develop own expertise in terms of professional, industry and legislation knowledge.
Contribute to continuous innovation through the development, sharing and implementation of new ideas.
Take ownership for driving team cohesiveness and performance.
Manage individual performance and provide appropriate training interventions where necessary.
Ensuring operational efficiency within the department.
Ensure that staff members are aware of their individual responsibilities, measurement and targets.

FINANCE

Contribute to the financial planning process within area.
Identify opportunities to enhance cost effectiveness and increase operational efficiency.
Manage financial and other company resources under your control with due respect.
Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

Communication skills
Language proficiency
Planning skills
Interpersonal skills
* Analytical skills