Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Oct 29, 2020
    Deadline: Nov 11, 2020
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Want to get a job fast? Signup and complete your profile on MyJobMag. Employers will find you 4x faster with a complete profile. You can download your completed profile anytime

    Momentum Metropolitan Holdings, formerly MMI Holdings, is a South African-based financial services group was established on 1 Dec 2010, through the merger of Metropolitan and Momentum. We are specialists in long and short-term insurance, asset management, savings, investments, healthcare administration, health risk management, employee benefits and reward...
    Read more about this company

     

    Customer Service Manager - Mafikeng/Vryburg

    ROLE PURPOSE

     

    • Manage the day to day activities of client service delivery through effective people and service management in order to foster client centricity, increased productivity and enable operational excellence.

    REQUIREMENTS

    • Diploma in business management
    • FAIS related qualification or Regulatory Exam (preferred)
    • 3-4 years’ experience managing a sales or service environment in the financial services industry
    • 2 years’ management experience (preferred)
    • Ability to speak African languages or multi-lingual (preferred)
    • Understanding of the relevant legislation (General Code of Conduct for Authorised Financial Services Providers and Representatives, Financial Advisory and Intermediary Services (FAIS), Protection of Personal Information Act (POPI), Long Term Insurance Act, Treat Customers Fairly (TCF, etc.)

    RESPONSIBILITIES AND WORK OUTPUTS

    • Manage the delivery of efficient client service administration processes and procedures.
    • Manage the adherence and compliance to company polices, instructions and relevant legislation within all the client service functions
    • Monitor and manage the achievement of service level agreements to ensure excellence in the client services function.
    • Develop tactical plans to enhance or improve the client experience within the Branch.
    • Coach and guide the Client Services team to effectively utilise client service interactions to improve client retention and repeat business activities.
    • Ensure client information is accurately and timeously captured on the relevant system.
    • Check and approve the relevant documentation to support the client service process in line with business and risk management practices.
    • Manage the execution of client requests within the agreed timeframes, quality standards and legislation.
    • Manage the leads generation and management process through active monitoring, encouragement, reporting and follow-up.
    • Embed the Treat Clients Fairly outcomes in the client service environment as stipulated by the Financial Services Board.
    • Actively manage the client satisfaction index to ensure the satisfaction of the clients.
    • Review and authorise all financial and non-financial transactions processed by the Client Service Consultant
    • Identify entrepreneurial opportunities in every interaction and remain passionate, resilient, focused and organised.
    • Analyse and report on the status of client services within the branch.
    • Effectively manage time and ensure optimal productivity.
    • Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
    • Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
    • Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
    • Provide regular reports on delivery of services against agreed service standards and in terms of overall client targets.
    • Provide authoritative, expertise and advice to clients and stakeholders
    • Build and maintain relationships with clients and internal and external stakeholders
    • Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times
    • Manage the delivery 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
    • Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
    • Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
    • Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values
    • Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
    • Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
    • Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted
    • Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
    • Effectively manage performance within the team in order to ensure business objectives are achieved
    • Encourage innovation, change agility and collaboration within the team
    • Arrange that employees are effectively recognised and rewarded in line with organisational practice
    • Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans.
    • Control the budget for area, including the authorisation of expenditures (including payments from the service office and implementation of financial regulations.
    • Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
    • Plan and implement a cycle of medium term improvements to drive pricing of services and products.
    • Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
    • Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
    • Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability. Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings

    COMPETENCIES REQUIRED

    • Business Acumen
    • Client/ Stakeholder Commitment
    • Drive for Results
    • Diversity and Inclusiveness
    • Collaboration
    • Impact and Influence
    • Self-Awareness and Insight

    DISCLAIMER

    • Only on-line applications submitted via our careers page will be considered.
    • Internal Team Members must inform their manager of their application. Your manager must be aware of and support your application.

    Closing Date: 4 November 2020

    Method of Application

    Learn how to get a job in any industry you want. Read 72 Hours to The Job You Love

  • Send your application

Back To Home

Career Advice

  • Product Manager Job Description

    Product management is one of the highest paying jobs. This is because it is an integral part of an organization’s operation. As the name entails, product ...

    Read More

  • Cover Letter Writing Tips

    Let’s be honest. Writing a cover letter can be dreadful. This is even more stressful when you are applying for different positions. When tasked with writing...

    Read More

  • Organizational Skills To Have On Your Resume

    Organizational skills are one of the key transferable skills that every job seeker is encouraged to have. This is because employers are on the lookout for ...

    Read More

  • Administrator Job Description

    Ever wondered how workplaces with multiple units and subdivisions are kept organized? Well, that’s because they most likely employ the services of an administ...

    Read More

View All Career Advice

Subscribe to Job Alert

 

Join our happy subscribers

This website uses cookies to improve your experience. By using this site you agree to the storing of cookies on your device to enhance navigation, analyze site usage, and assist in our marketing efforts. To learn more, see our Cookie Policy. Accept and Close
 
 
 
Send your application through

Yahoomail Gmail Hotmail