Operations Team Manager: Pps Mutual

2 weeks ago

Johannesburg, Gauteng, South Africa PPS Recruitment Full time

Job Advert Summary:


As a pivotal leadership position within the PPS Mutual area, the Operations Team Manager reports directly to the Head of Operations and Systems.

This role holds the primary responsibility for overseeing the performance of the operations team, with a strong emphasis on driving excellence and maintaining high standards in all aspects of operations.


The primary objective of the Operations Team Manager is to lead by example, ensuring that team members perform at their best while adhering to established business processes and quality standards.

This involves providing guidance, support, and development opportunities to team members to enhance their skills and capabilities.

Additionally, the Operations Team Manager is tasked with ensuring that business targets and key performance indicators (KPIs) are consistently met or exceeded.

The delivery of exceptional customer service is key, which requires a proactive and customer-centric approach.

The Operations Team Manager is expected to instill a culture of customer focus and excellence within the team, driving continuous improvement initiatives to enhance the overall customer experience.


Given the dynamic nature of the role, the Operations Team Manager must possess a high level of focus, energy, and responsibility.

This role also entails working Australian business hours, including shift work, and requires own transportation.

This role plays a critical role in the success of the operations team and contributes significantly to the achievement of organizational goals and objectives.


Minimum Requirements:

Formal Qualifications:

  • 34 years Post Matric qualification in business related studies or equivalent
  • Bachelor's degree in business related studies or equivalent an advantage

Knowledge & Experience:

years of customer service and administration experience specifically in a call centre and back office environment
years of call centre management experience
years of team leader experience

  • 3+ years of experience in the financial services industry
  • Demonstrated ability to monitor customer queries/complaints and ensure timely closure of cases.
  • Take corrective action to rectify processing errors in new business and performancerelated issues within the Contact Centre and new business processes.
  • Monitor that call centre staff are following correct procedures/processes when logging calls on JIRA.
  • Ability to monitor and maintain SLAs and achieve KPIs.
  • Call Center Coaching skills.
  • Coordinate and facilitate call calibration.
  • Assess the quality of performance of PSAs.
  • Ability to manage multiple activities, meet deadlines, and adapt quickly to changing priorities.
  • Ability to work in a selfdirected, fastpaced environment.
  • Proven track record in establishing new networks and collaborative relationships.
  • Motivate team members and assess performance.
  • Participate in hiring and training and keep management updated on team performance.

Duties and Responsibilities:

Key Responsibilities:

  • Manage and lead the Contact Centre and Newbusiness team.
  • Identifying areas of development, leading, coaching and management of individual/team performance.
  • Working with crossfunctional teams to deliver exceptional service to all customers according to the published service levels and quality standards.
  • Act as a frontline brand manager for customer interactions and proactively influencing customer perception and experience.
  • Cultivate a performance driven team collaborating with support
- and other operational teams

  • Implement and manage effective systems and practices to ensure the achievement of operational productivity and monthly / annual targets
  • Continuously analyse and interpret data to identify optimisation opportunities, gaps and risks
  • Ensure compliance to all policy, procedure, regulatory and legal elements of the organisation
  • Ensuring the team has the knowledge and skills to answer customers' queries quickly and effectively
  • Ensuring that the team is adequately skilled and trained to execute on published processes
  • Responsible for active resource balancing using resources efficiently and costeffectively based on demand.
  • Motivates team members and assesses performance.
  • Participate in hiring and training and keep management updated on team performance

Interpersonal and Intrapersonal Skills:

  • Networking skills
  • Proactive
  • Client Service Orientated
  • Attention to detail
  • Problem solving skills
  • Target-Driven
  • Organisational skills
  • Communication skills
  • People skills
  • Decision making skills
  • Team collaboration

Computer Literacy:

  • Adaptable in the use of the latest MS Office Package (e.g. MS Excel, PowerPoint, Word, etc.).
  • JIRA
  • Advanced Excel

Communication:

  • Is articulate and communicates in a logical way and structures information to meet the needs and understanding of intended stakeholders
  • Expresses opinions, information and key points

  • Superfund Professional Services Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:Purpose of the Job:The Superfund Professional Services Agent role will be responsible for PPS Mutual Superfund Administration functions as well as supporting the Technical Specialist with the managing of specific cases that might impact service delivery. This role works strictly on a shift work basis including nightshift work.Minimum...

  • Pps Foundation Administrator

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:This role is responsible to provide support to the PPS Foundation team on day-to-day deliverables and assist with variety of administrative duties, planning tasks and maintain stakeholder relationships.Minimum Requirements:Education: Matric Relevant tertiary qualification/BDegreeExperience: 6 months to 12 months experience in...

  • Old Mutual Bursary

    2 weeks ago

    Johannesburg, Gauteng, South Africa Old Mutual Limited Full time

    Old Mutual Bursary (Actuarial Science) 2025 page is loaded Old Mutual Bursary (Actuarial Science) 2025 Apply remote type Hybrid locations Pinelands Johannesburg time type Full time posted on Posted 11 Days Ago job requisition id JR-53449 Let's Write Africa's Story Together Old Mutual is a firm believer in the African opportunity and our diverse talent...

  • Technical Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:The Technical Specialist role will be responsible for testing function as well as supporting the Technical Specialist with the managing of deviations of a technical nature that impact service delivery. This role works strictly on a shift work basis including nightshift work.Minimum Requirements:Formal Qualifications Post Matric...

  • Operations Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:The Consultant be responsible for providing a professional service to PPS members and associated parties. This will include working across all areas in Servicing and Administration with the ability to process in all facets of the department and resolve queries from start to end.They will be required to make decisions within their mandate...

  • Operations Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary: The consultant will provide service and assistance to the Intermediary Services across the Life Operations business units. The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client. Will work in shifts that will be rotated amongst the team weekly. To work...

  • Operations Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:The consultant will provide administrative, client and membership services within Intermediary Services and across the Life Operations business. The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client.Will work in shifts that will be rotated amongst the...

  • Operations Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:The consultant will provide administrative, client and membership services within Intermediary Services and across the Life Operations business. The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client.Will work in shifts that will be rotated amongst the...

  • Communications Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:A managerial role in the Marketing Management team, to increase the reach and impact of PPS's profile and visibility through the delivery of high value and influential marketing, communications and PR in South Africa and Namibia. Will manage a small communications team, motivating and supporting staff to deliver high quality work and will...

  • Pps Advisor

    2 weeks ago

    Johannesburg, Gauteng, South Africa Henkel Full time

    At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 50,000 pioneers around the globe.Our teams at Henkel Consumer Brands continuously drive the evolution in dynamic categories: Laundry & Home...

  • Operational Finance Bookkeeper

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:A member of the PPS Life Insurance Operations Finance team reporting to the Team Manager Operational Finance. This role will be responsible for billing and collection of PPS members premiums and management reporting including day to day reviewing and processing.A higher level of technical understanding is involved for this role.Duties...

  • Team Manager Claims Assessment

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:A leadership role in the Life Operations team reporting to the Claims Manager. This role is responsible for managing a team responsible for assessing Sickness, Permanent Incapacity and Disability Claims as well as Case/Claims Management of ongoing claims.Ensure best practice and supporting the company in meeting its objectives.Minimum...

  • Operations Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Logistics and Operations Management Full time

    We require an Operations Manager and Project Supervisor familiar with the general operations and management of a business. You will work with the senior management to assist with the coordination of company projects and manage staff. We will consider experience in various industries. If you have an excellent personality, you pay attention to detail and a...

  • Professional Service Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:Purpose of the Job:A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. This role works strictly on a shift work basis including nightshift work.Minimum Requirements:Formal Qualifications:...

  • Professional Service Agent X 2

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:Purpose of the Job:A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. This role works strictly on a shift work basis including nightshift work.Minimum Requirements:Formal Qualifications:...

  • Operational Manager: Claims

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:This is a senior position reporting to the CFO. This role will oversee the claims department responsible for the assessment and processing of Death, Sickness, Critical Illness and Hospital claims. If you have extensive experience in claims assessment in a life company, self-driven, confident to handle complex claims issues, possess good...

  • Manager - Client Relations Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:A leadership role in the Life Operations team reporting to the Head Client Services. This role is responsible for employing all the available data tools and technologies to gain insights that willhelp businesses deliver, manage, measure, and improve client experience. A specialist leadership role whose team deals with technical and complex...

  • Graphic Design and Digital Marketing Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:Job PurposeTo support the Group Marketing department by developing marketing material using creative and graphic design experience. To implement marketing strategies and organisational objectives in alignment with PPS's vision of becoming a brand leader in the graduate professional segment.ScopeReporting to the Marketing Manager, the...

  • Sti Retentions Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:The purpose of this role is to nurture the customer relationship and acts as a sales enabler to drive re-purchase loyalty toward PPS Short Term Insurance products and services. This individual will ensure maximum correlation between customer requirements and PPS Insurance products and/or services to strive for consistent delivery by...

  • Operational Finance Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa PPS Recruitment Full time

    Job Advert Summary:Purpose of the Job:A member of the PPS Life Insurance Operations Accounts team reporting to the Operational Finance manager. This role will be responsible for project calculations of Unclaimed benefits, resignation, retirement and death claim.Minimum Requirements:Education:Experience: 8 years' experience within a financial services...