Team Lead: Digital Service

3 days ago

Cape Town, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 116-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.
Role Purpose

The Team leader is responsible for managing and monitoring the performance of Digital Service Consultants and Data Processors to render a comprehensive service experience and administration of the correspondence mailbox within SLA
Requirements

**Formal Qualification**:

- Matric/Grade 12 with Maths and/or Accounting/NQF 4 equivalent
- Business Management certificate advantageous

**Experience**:

- Minimum 5 years client service experience 3 of which includes managing people
- Dealing with correspondence related service requests and all related admin functions
- Metropolitan product knowledge in terms of policy benefits, exclusions, and legislative requirements
- Working knowledge and experience of all operating in-house systems
- Understanding of long-term insurance
- Knowledge and understanding of Insurance Legislation, Pension Fund Act and TCF
Duties & Responsibilities

**Internal Process**:

- Actively manage a team of junior service consultants
- To ensure effective capacity management of available resources to achieve higher operational efficiencies.
- Drive enhancement of Digital service and correspondence data processing process as well as give input into strategic initiatives.
- Monitor and manage the adherence to the service level agreements for customer service transactions processed within agreed timelines.
- Plan, lead, organize and control the team’s execution of client requests, concerns, and queries.
- Achievement of required audit scores and VOC.
- 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 queries.
- Review the completeness and quality of documentation to support the claims and service process.
- Analyze the Client Service processes and identify opportunities for improvements; implement improvements within the team.
- Identify and report process and system failures and enhancements to improve client experience.
- Update and maintain relevant standard operating procedures within the Digital Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
- Ensure effective administration.
- Implement corrective action.
- Assist with identified projects.
- Coaching and mentoring of staff.

**Client Services**:

- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Manage and provide feedback on all escalated client complaints within agreed turnaround times, including voice of the client low scores.
- Provide accurate information and advice to clients and stakeholders to ensure that the client receives the appropriate after sales services.
- 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.
- Process claims in a pro-active manner to minimise any inconvenience to the client.
- Process paperless claims.

**People**:

- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Encourage innovation, change agility and collaboration within the team.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- 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 app

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