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Client Service Team Leader
2 weeks ago
Introduction
Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value.
We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.
Role Purpose
Lead a team to support clients with requests, queries, escalations and documentation in accordance with
agreed Service Level Agreements and legislative and compliance requirements.
Requirements:
- Grade 12 or equivalent Essential
- Industry related qualification (Desirable)
- Business related qualification (Desirable)
- Relevant product and system training (Desirable)
customer service principles and practices.
years' experience in client service environment with proven knowledge of customer service
principles and practices
years' management experience
- Exposure to the health / insurance industry (preferred)
Duties & Responsibilities
- Manage and guide the team with the resolution and delivery of client requests, queries,
and legislative and compliance requirements.
- Manage, monitor and control the team's delivery on Service Level Agreements made with clients.
- Manage, monitor and control the team's execution of client requests, concerns and queries.
- Act as an escalation point to the team in addressing and resolving client queries.
- Ensure team's adherence to correct procedure and protocol when following up on and attending to
- Analyse the Client Service processes and identify opportunities for improvements; implement
- Identify and report process and system failures and enhancements to improve client experience.
- Update and maintain relevant standard operating procedures within the Client Service area, to
- Ensure that the team outputs are aligned to business objectives.
Competencies
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
- Make recommendations to improve client service and fair treatment of clients within area of
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback
- Ensure satisfactory resolution of all queries and problems escalated.
- Developing and renewing best practice guidelines and procedures concerning client service.
- Implementation of mechanisms to improve client service.
- Planning and implementing aftersales service and damage control interventions to ensure client
PEOPLE
- Effectively manage a team to deliver quality service to clients.
- Develop and maintain productive and collaborative working relationships with peers and
- 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
- Take ownership for driving team cohesiveness and performance.
- Manage individual performance and provide appropriate training interventions where necessary.
- Ensuring operational efficiency within the department.
- Ensure that staff members are aware of their individual responsibilities, measurement and targets.
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
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