Current Openings at Metropolitan

Role Purpose

Ensure the smooth running of the business by providing effective administrative assistance to the line manager.

Requirements    

• Grade 12 or equivalent qualifcation
• Office administration, secretarial or equivalent qualification

Experience

• 3-4 years' relevant experience (essential)
• Exposure to supporting a manager or team (desirable)
• Exposure to the insurance industry (desirable) 

Duties & Responsibilities    

INTERNAL PROCESS

• Proactively manage, coordinate and maintain the diary of the line manager.
• Coordinate all aspects of meetings, workshops and functions (venue logistics, catering) according to manager’s requirements, and within budget parameters.
• Administrative support for meetings and workshops (collate, compile and distribute agendas, presentations, minutes within agreed timeframes).
• Manage travel arrangements for manager, according to agreed business process and budget parameters.
• Manage incoming calls and correspondence (paper and electronic), responding independently where possible and in line with authorised judgement.
• Order and control refreshments, office supplies and equipment, ensuring enough stock is always available, in line with budget parameters.
• Ensure files (paper and electronic) are kept in order and easily accessible by manager.
• Prepare and check invoices and arrange for payments to ensure adherence to requirements and Service Level Agreements.
• Ensure office equipment is regularly maintained by relevant service providers.
• Monitor and respond to incoming communication on behalf of line manager, where appropriate, ensuring efficiency and timeous response.
• Escalate faults and other housekeeping issues with the relevant service provider and ensure queries are resolved within agreed Service Level Agreements.

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.

PEOPLE

• 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 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 career development.

FINANCE

• Manage and reconcile expenses in line with allocated budget and within defined policy guidelines.
• 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    

Behavioural Competencies 

• Interaction with People 
• Embracing Change
• Checking Things 
• Making Decisions 
• Team Working
• Follow Procedures 
• Showing Compusure
• Meeting Timescales 

Knowledge 

• Relevant business system (Preferred)
• Computer Literacy 
• Knowledge of Microsoft Office
• Budget Management

Skills

• Verbal and written communication skills 
• Promblem-solving skills
• Interpersonal skills
• Interpersonal skills
• Professionalism
• Confidentiality
• Typing skills

go to method of application »

Role Purpose    

Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements    

• Matric / Grade 12
• Tertiary qualification (advantageous)
• 3 years client service experience, dealing with calls and all related admin functions in digital environment
• Understanding and exposure to long term insurance industry
• Business Area-specific products and procedures (advantageous)
• Proficient in English and another official South African language
• Computer Literacy (MS Office Suite) 

Duties & Responsibilities    

INTERNAL PROCESS

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines. Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes. Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback. Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services. Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• 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.

PEOPLE

• 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 career development.

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    

• Examining Information
• Articulating Information
• Upholding Standards
• Documenting Facts
• Collaboration
• Taking Action
• Establishing Rapport
• Meeting Timescales

go to method of application »

Role Purpose    

Deliver professional service to clients through various servicing channels (inbound calls, emails, walking interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements    

• 2-3 Years experience in a client service or call centre environment with proven knowledge of customer service principles and practices.
• Exposure to the Medical Aid or Insurance industry (preferred).
• Matric or Business-related qualification.
• Proficient in Afrikaans (Advantageous).
• MS Office Suite (Word, Excel and Outlook).

Duties & Responsibilities    

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant systems based on the data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative/compliance requirements in the service process.
• Identify and report process, system failures and enhancements to improve client experience.
• Investigate client queries within the agreed service level and ensure that clients receive timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• 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

Competencies    

• Examining Information
• Documenting Facts
• Articulating Information
• Showing Composure
• Upholding Standards
• Takes action to make things happen
• Establishing Rapport