Current Vacancies at Oneplan Underwriting Managers (Pty) Ltd

Description

As a Quality Assurance Specialist you will monitor the effectiveness and quality of outgoing calls and emails to ensure compliance with the company's quality systems and offer daily feedback via verbal & written communication.

Evaluating Call Quality 

• Assist operations in tracking, documenting, and reporting on quality levels
• Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements
• Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints
• Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development
• Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes
• Interpret, build upon, and comply with company quality assurance standards
• Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
• Document quality assurance activities with internal reporting and audits
• Participate in the design of the call monitoring framework, quality standards and the associated checklists.
• Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
• Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents.
• Prepare and analyse quality reports for management staff review.
• Provide feedback and input into enhancements of processes, training and systems based on trends.
• If required, assist with the coaching of agents based on findings.
• If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agent.

Quality, Consistency and Compliance

• Maintain QA standard and ensure error rate does not exceed accepted variance
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in engagements.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, FSCA, and the Financial Services industry

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs 

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Relevant qualification will be advantageous
• 1 – 2 years’ experience in a Quality Assurance environment or Call Centre Sales environment preferred 
• Meets FAIS Fit & Proper requirements as per legislation – RE5 (essential)

Functional Competencies

• Excellent listening and administrative skills
• Proficient in the use of MS Office
• Ability to assess calls and provide insight and value-added feedback to management
• Ability to understand SOP’S and ensure adherence to internal processes at all times
• Knowledge of QA metrics, Variance reports and calibration sessions
• Accuracy and attention to detail
• Ability to meet deadlines

Essential

• Evaluating problems
• Investigate Issues
• Building Relationships
• Communicating Information
• Showing Resilience
• Adjusting to change
• Giving Support
• Processing Details
• Structuring Tasks
• Execution and Results
• Customer centered
• Planning and Improvement
• Ethics and Compliance
• Adaptability

Behaviours

• Energy       
• Passion     
• Respect for others
• Honest and Fair
• Creativity   
• Positive Attitude     
• Courage     
• Tenacity     
• Achieves Results    

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Main purpose of the job

Provides support to clients relating to claims and claim queries. Project a professional company image through customer/provider interaction.

Claims Capturing

• Accurate capturing of claims (80 claims per day minimum)
• Scanning and filing of paper claims
• Inform customers/providers regarding unclear/ incomplete invoices via appropriate methods (email and in writing/ telephonically)
• Answer calls and resolve claim queries within determined SLA
• Transfer customer calls to appropriate staff, where necessary
• Follow-up on customer/provider enquires not immediately resolved, within determined SLA’s
• Complete call logs and reports
• Follow and adhere to claim processes, procedures and protocol
• Recognize, document and alert the supervisor of trends with processing of claims
• Focus on first call resolution as far as possible
• Explain products and update customer details in computer system.
• Answer WhatsApp chats with customer requests within the determined SLA
• Conduct outbound calls as and when required to ensure client is informed and updated on the progress/ status of the claim
• Improve client service experience, create engaged clients, and facilitate organic growth
• Manages tasks allocated through omni-channel platforms including WhatsApp.
• Handle complex and escalated client service issues
• Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
• Create a culture of Customer/Client Centricity
• Identify any potential errors or obstacles that may arise which might impact client experience and ensure this has been addressed and highlighted to Supervisor.
• Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the client’s queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to optimize client experience

Claims Queries

• Provide accurate and efficient To log every call/ query received / made (OTRS/ notes OPA)
• Follow-up on customer enquires not immediately resolved, within determined SLA’s.
• Complete call logs and reports.
• Educate clients on claims process.

Quality, Consistency and Compliance

• Maintain QA standard and ensure error rate does not exceed accepted variance
• Timeous answering of chats within specified SLA (5 minutes)
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, FSCA, and the Financial Services industry

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• RE5 (preferred)
• 1-2 years working experience in hospital/medical aid or insurance claims processing would be highly advantageous
• Meet FAIS fit and Proper requirements
• In-depth knowledge of Pet Insurance/Industry

Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills
• Pc Literacy – In-depth knowledge of Word, excel, email and Internet
• Ability to respond according to TAT
• Client relationship management
• Maximise service performance
• Query resolution
• Build & develop client centric capabilities
• Deliver on client expectations
• Knowledge Sharing
• Driving excellence through client experience

Essential

• Investigate Issues
• Problem Solving
• Building Relationships
• Communicating Information
• Showing Resilience
• Adjusting to Change
• Giving Support
• Processing Details
• Structuring Tasks
• Driving Success
• Prioritise Client Experience

Behaviors

• Punctual
• Energy         
• Passion        
• Respect for others
• Honest and Fair
• Positive Attitude
• Client Focus
• Tenacity      
• Achieves Results
• Team player

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Main purpose of the job:

• A critical lever to delivering an exceptional end to end customer experience. Responsible for overseeing the daily operations within the Customer Service Contact Centre, with regards to omni-channel practices. Create a customer centric organization that delivers the required performance whilst being committed to delivering a great customer experience through a variety of customer contact channels. Focus on first call resolution, migration of contacts to digital platforms and build capability to continuously improve.

Drive and Improve Customer Engagement

• Lead the implementation and evaluation of strategic, tactical, and operational customer experience and engagement plans to support retention and market penetration.
• Leads and manages the customer service contact center and looks for opportunities to expand customer base and service offering.
• Collaborates with the Senior Leadership to agree strategic, tactical, and operational plans.
• Manages service levels as per segmentation and omni-channel strategy.
• Advises the Senior Leadership on customer satisfaction measures, customer experience strategies, programs, initiatives, and emerging issues to enable customer-centric strategic and operational decision
• processes and major or critical issue responses.
• Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers, consumers and communities
• Lead and/or direct specific customer research programs, dialogue, and other forms of engagement to understand key concerns and issues to inform enhancement of customer services and service delivery models
• Drive the ongoing development of exceptional customer experience culture across the organisation, supported by effective policy and process frameworks and a responsive Customer Service Contact Centre
• to embed best practice customer-centric behaviours.
• Identify opportunities for enhanced service delivery through various delivery methods, and the application of social media, mobile apps and technologies to optimise customer experience
• Engage and negotiate with stakeholders on strategic issues related to standards of customer service and accessibility and provide expert, influential advice
• Ensure that responsiveness to customer needs is central to the organisation’s strategic planning processes
• Manages overall performance standards for service delivery across the organisation and monitor compliance
• Understands industry best practices and strategies
• Responsible for overall VOC and end to end process improvement to ensure best of class service delivery

Operations Management

• Ensure the Customer Service Contact Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met.
• Establish the Customer Service Contact Centre as a team of global best practice operators with superior customer satisfaction ratings.
• Ensure all service levels and response time targets are met
• Drive customer-centricity through all work plans, schedules, measures and training activities
• Manage all functions of Customer Service Contact Centre delivery and ensure a continuous alignment with the Sales and Compliance agenda
• Design, deliver and maintain all processes and policies relating to resource scheduling and forecasting.
• Plan for the most efficient workload and resource schedule.
• Monitor and manage quality input into our CRM
• Ensure tight alignment with support functions to drive best-in-class finance, HR and IT practices
• Identify, design and implement projects that will enhance effectiveness of the Customer Service Contact Centre over time.
• Ensure integrity of governance and compliance across all spheres of operations
• Responsible to ensure the Customer Service Contact Centre are delivering according to the business plan and targets within budget.
• Ensure productivity is optimised through the effective management of the entire Customer Service Contact Centre and reduce operating expenses in the Customer Service Contact Centre
• Ensure resources and structures supports longer term growth objectives.
• Maintain awareness of external influences such as relevant legislation and manage accordingly to keep efficiencies and to meet targets.
• Assist in identifying, developing, evaluating, implementing and/or improving new procedures to improve efficiencies

Continuous Improvement and Reporting

• Providing vision and direction to team members
• Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders
• Role model behaviour and motivate team members in line with the core values
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:
• Provide support and guidance on career path planning, on-the-job training, coaching, and mentoring to direct reports
• Leads change to creates a self-refreshing and learning organisation
• Continuous improvement of business processes

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Bachelors’ degree advantageous
• Minimum 8 years’ experience in customer engagement or service delivery role, with a minimum of 4 years’
• experience in a leadership role. Expert/Advanced Contact Centre operational management

Behaviors

• Energy
• Passion
• Respect for others
• Honest and Fair
• Creativity
• Entrepreneurial Orientation
• Positive Attitude
• Courage
• Tenacity
• Achieves Results

Leadership

• Demonstrate honesty and integrity
• Strive for Customer Centricity
• Innovate boldly
• Be both agile and entrepreneurial
• Build relationships and trust
• Develop our people for long-term success
• Be an agent of change
• Collaborative

Essential

• Evaluating problems
• Investigate Issues
• Creating innovation
• Building Relationships
• Communicating Information
• Providing Leadership
• Showing Resilience
• Adjusting to change
• Giving Support
• Processing Details
• Structuring Tasks
• Driving success
• Profit, Revenue and growth management
• Commercial Acumen
• Business Acumen

Functional Competencies

• Insights & foresight
• Planning
• Customer Relationship Management
• Maximise and Measures Service Performance
• Account Support
• Technical Support
• Build & develop customer centric capability
• Profit and revenue growth management
• Business Acumen
• Governance
• Stakeholder Management
• Drive results through team