Operations Team Manager: Pps Mutual

3 weeks ago

Johannesburg, 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**:

- 3-4 years Post Matric qualification in business related studies or equivalent
- Bachelor’s degree in business related studies or equivalent an advantage

**Knowledge & Experience**:

- 3 - 4 years of customer service and administration experience specifically in a call centre and back office environment
- 3 - 4 years of call centre management experience
- 1 - 3 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 performance-related 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 self-directed, fast-paced 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 cross-functional 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 cost-effectively 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

  • Technical Team Manager

    3 weeks ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: A leadership role reporting to the Senior Operations Manager in the PPS Mutual area. The focus of the Technical Support Team Manager role is driving and maintaining the technical team’s performance by leading from the front and managing the support provided by the team to our business. This include the quality standards, staff...

  • Compliance and Complaints Specialist

    2 weeks ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: A specialist role reporting to the Executive: Operations and Systems in the PPS Mutual area. The main focus of the Compliance and Complaints Specialist role acts as the point of contact for all compliance and complaint issues arising within the PPS Mutual South African Operations team servicing PPS Mutual locally and from Australia....

  • 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...

  • Quality Assurance Analyst: Pps Mutual

    3 weeks ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: As the Quality Assurance Analyst, your pivotal role encompasses overseeing the QA function within the PPS Mutual environment, ensuring strict adherence to quality assurance and compliance criteria, as well as actively engaging in claims administration. This multifaceted position is instrumental in facilitating the development and...

  • 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 Health Professions Indemnity Service Consultant

    2 weeks ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: **Purpose of the Job**: Provide professional service to clients of PPS Health Professions Indemnity, with office, administrative, marketing and sales duties. The primary responsibility is the provision of administrative activities across PPS Health Professions Indemnity business processes to service members. Ensuring service...

  • 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...

  • Pps Foundation Administrator

    4 weeks ago

    Johannesburg, 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/BDegree **Experience**: - 6 months to 12...

  • Operations Consultant

    4 weeks ago

    Johannesburg, 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...

  • 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

    3 weeks ago

    Johannesburg, 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...

  • Operations Consultant

    2 weeks ago

    Johannesburg, 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...

  • 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...

  • Communications Manager

    4 weeks ago

    Johannesburg, 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...

  • Old Mutual Bursary

    4 weeks ago

    Johannesburg, South Africa Old Mutual Full time

    Description Old Mutual Actuarial Bursary Programme Old Mutual believes in Africa and enabling everyone in it to do great things every day. We understand that well-trained, qualified professionals contribute significantly to the success of Old Mutual and South Africa. That’s why we offer bursaries to the best young minds, to people who are passionate...

  • 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...

  • Operations Consultant

    3 days ago

    Johannesburg, 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...