Service Manager: Quality Control
2 days ago
-Introduction
Through our client-facing brands Metropolitan and Momentum, withMultiply (wellness and rewards
programme), and our other specialist brands, including Guardriskand Eris Property Group, the group
enables business and people from all walks of life to achieve theirfinancial goals and life aspirations.
We help people grow their savings, protect what matters to them andinvest for the future. We help
companies and organisations care for and reward their employeesand members. Through our own
network of advisers or via independent brokers and utilising newplatforms Momentum Metropolitan
provides practical financial solutions for people, communities andbusinesses. Visit us at
Role Purpose
An exciting permanent position for a motivated Service Manager: Quality Control has become available in the Quality Control team within Momentum Corporate. This department is responsible for the quality control function of Momentum Corporate operations.
The purpose of the role is to manage the operational execution of the cross-regional quality control environment to ensure effective and consistent client service delivery.
Requirements
- Grade 12.
- Business related degree (preferred) or a Diploma.
- 5- 7 years’ client service experience in the financial services industry.
- A minimum of 5 years manegerial experience.
Duties & Responsibilities
**Manage quality control team to deliver obsessive service excellence **(Internal)**
- Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process.
- Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
- Manage the implementation of operating procedures and quality service standards related to the applicable client service solution.
- Monitor and evaluate operational processes for quality and effectiveness in collaboration with regional operational managers making adjustments as required.
- Manage a comprehensive quality control function, ensuring timeous and accurate service delivery.
- Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure same-day turn around and service level agreements are consistently maintain.
- Deliver meaningful and relevant monthly reporting on regional quality control issues and trends to allow for accurate action by operational teams for relevant HR actions, up-skilling and development of operational service consultants.
**Speed and Quality of service delivery to allow client obsession **(Client)**
- Provide authoritative, expertise and advice to team, internal clients and stakeholders.
- Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.
- Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional high quality client service.
- Adopt a culture of accountability for regional and cross regional queue management to ensure full turn-around time of quality control items is maintained.
- Understand impact of quality control efforts to overall operational service output and client experience.
- Take full accountability and responsibility for regional management of service standards delivered to internal and external stakeholders.
- Participate and contribute to a culture which builds rewarding relationships with both internal and external stakeholders, facilitates feedback and provides exceptional high quality client service.
**Leadership **(People)**
- Create a positive work climate and MMI way - culture to increase employee engagement,, minimise work disruption and maximise motivation and employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage same-day turn-around and service level agreement expectations.
- Effectively manage performance within the team in order to ensure business objectives are achieved at all times.
- Encourage innovation, and an agile way of working and ensure the team’s capabilities are built.
- Adopt a culture of teamwork and high performance culture by boosting cross regional quality control assistance ensuring overall regional turn-around times and service level agreements are maintained together with high quality output from all quality control teams.
**Manage budget and implement sound financial controls **(Finance)**
- Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
- Manage high risk and prob
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