Manager: Enquiry Management at Momentum Metropolitan Holdings Limited

Role Purpose    

• Manage teams responsible for the delivery of enquiry management processes, ensure all relevant policies and procedures are followed and regulations are adhered to.

Requirements    

QUALIFICATION

• Grade 12 or equivalent (Essential)
• Relevant business degree/ Diploma (Essential)
• Relevant industry related qualifications (Desirable) 

KNOWLEDGE

• Extensive health services industry knowledge 
• Sound knowledge of client service policies, procedures and processes. 
• Knowledge of business-related rules and regulations. 
• Knowledge of relevant regulatory and compliance requirements. 
• Knowledge of the operational running of service centres. 
• Relevant product knowledge. 
• Knowledge of complaints handling processes and procedures. 

EXPERIENCE

• 6 - 8 years’ experience in health (Medical Aid) services industry (essential) 
• 3 - 5 years’ people management experience (essential) 
• Exposure to a client service environment with proven knowledge of customer service principles and practices (essential) 

Duties & Responsibilities    

INTERNAL PROCESS

• Contribute to the development of a client service strategy that enables a positive client experience and business objectives. 
• Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated. 
• Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution. 
• Monitor and evaluate operational processes for quality and effectiveness and adjust as required. 
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions. 
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery. 
• Monitor operational results and backlogs and adjust according to service delivery requirements. 
• Deliver meaningful and relevant reporting on client service functions and trends as required. 
• Review performance in line with business objectives and realities to ensure optimal performance is maintained. 
• Act as an escalation point to assist Enquiry Management Team Leaders addressing client queries. 
• Ensure team’s adherence to correct procedure when following up on queries. 
• Identify and report process and system failures and enhancements to improve client experience. 

CLIENT

• 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 level agreements 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 negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments. 
• 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. 

PEOPLE

• 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. 

FINANCE

• Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans. 
• Control the budget for area, including the authorisation of expenditures 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    

• Providing Insights
• Making Decisions
• Resolving Conflict
• Developing Strategies
• Directing People
• Understanding People
• Interacting with People
• Empowering Individuals

Closing Date    

• 2026/05/19