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

Lead a team to support clients with requests, inquiries, escalations and documentation, ensuring adherence to service level agreements and compliance with applicable legislative and regulatory standards.

Requirements

A National Senior Certificate is essential
A business-related diploma or degree is preferred
RE5 Certification is advantageous
3 - 5 Years experience in a client service environment with proven knowledge of customer service principles and practices
2 - 3 Years leadership experience is preferred
Previous working experience in the medical scheme industry with sound knowledge of the Medical Schemes Act and regulations is required
Previous experience working with trade unions is advantageous
The incumbent must have a valid driving licence and be willing to travel in their own insured vehicle for work purposes
Language proficiency in both English and either Zulu, Setswana or Sesotho is essential

Duties & Responsibilities

Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with service level agreements and legislative and compliance requirements.
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 adherence of quality and consistency in service delivery and client experience.
Daily workflow management and effective resource planning, identification of problems and problem resolution.
Analyse quality assurance measurements to ensure trends are identified and corrective actions and improvements implemented.
Ensure professional communication with all stakeholders.
Manage, monitor and control the continuous training of staff.
Continuously conduct client climate intelligence assessments and convert to insights for better service delivery decision making.
Travelling using own vehicle to the North West Province, Free State as well as extensively in the Gauteng region, and other areas if required.
Provide authoritative, expertise and advice to clients and stakeholders.
Build and maintain relationships with clients and internal and external stakeholders.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
Develop and maintain productive and collaborative working relationships with key stakeholders in the various channels, operational teams and clients.
Positively influence and participate in change initiatives.
Continuously develop own expertise in terms of professional, industry and legislation
Contribute to continuous innovation through the development, sharing and implementation of new ideas.
Take ownership for driving team cohesiveness and performance.
Identify opportunities to enhance cost effectiveness and increase operational efficiency.
Manage financial and other company resources under your control with due respect.

Competencies

Communication skills (both written and verbal)
Planning skills
Interpersonal skills
Analytical skills
Ability to work under pressure
* Stakeholder engagement and management