Team Leader: Correspondence at Momentum Metropolitan Holdings Limited

Role Purpose    

• To ensure the smooth functioning of the Correspondence Management (CMS) Department by leading a team of Contextualising Clerks and management of Service Level Agreement (SLA).

Requirements    
Qualification

• Grade 12/Matric/Equivalent.
• Tertiary qualification (advantageous)

Experience

• 3 - 5 years leadership experience, preferably in a correspondence or document management or similar environment.
• Previous leadership experience in an operational role (advantageous)
• Proven analytical and problem-solving skills.
• Sound knowledge of monitoring and work control methodologies.
• Sound knowledge of trending and reporting.
• A sound knowledge of process improvement and innovative problem-solving techniques.
• A sound understanding, interpretation and application of Scheme rules and service level agreements.
• A solid working knowledge of computer packages i.e. Word, Excel.

Duties & Responsibilities    
Internal Process

• Ensure overall adherence to all internal and external SLAs, CMS Business Unit Specific Business processes and mandates.
• Daily distribution of correspondence to Contextualising Clerks to action within the SLA.
• Daily, weekly, and monthly performance reporting.
• Review statistics daily, weekly/monthly, and follow up with each direct report.
• Motivate and encourage good performance according to agreed goals and objectives.
• Discuss poor performance with the relevant Contextualising Clerk; agree on the steps to be taken to remedy and the time frames. Ensure implementation and follow-up.
• Take corrective action on non-performance and behaviour influencing work negatively.
• Conduct monthly review and performance appraisal sessions.
• Regular dialogues with direct reports, aligned to Performance Excellence principles.
• Respond to and resolve all problematic queries and concerns raised by all internal parties and all external stakeholders.
• Assist & upskill Contextualising Clerks with difficult queries to ensure service excellence.
• Investigate the root of system errors and resolve these errors by liaising with IT by submitting the necessary IT requests.
• Ensure implementation of new processes or enhancements.

Employee Administration.

• Ensure employees adherence to all Momentum Metropolitan policies and procedures.
• Arrange regular meetings with employees and provide continuous feedback to management.
• Ensure that employees are kept abreast of all changes within the Business or amendments to SLAs.

Client

• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements applicable to 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.
• 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.

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

• Control and check expense claims for authorisation.
• Prepare and check invoices and arrange for payments.
• Identify solutions 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    

• Business Acumen
• Collaboration
• Client/ Stakeholder Commitment
• Drive for Results
• Leads Change and Innovation
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness
• Proven analytical and problem solving skills

Deadline:25th August,2025