Operations Assistant

8 months ago

Johannesburg, South Africa Profession Hub Full time

Our client is searching for an Operations Assistant to join their team in Bryanston.

**Job Specifications and KPIs**:

- Facilitates communications across business functions and resolves problems when required to ensure that issues encountered by team members are resolved efficiently. Oversees the quality of communications and work of client Service Providers and internal facing colleagues and implements initiatives to refine existing processes and procedures, as required, driving ownership of outcomes to reinforce desired business objectives.
- Oversees day-to-day operational activity of the organisation, and monitors workflow within the departments assigning tasks to respective role-players managing and prioritizing own workload and team's workload to maintain service standards and high-quality outcomes.
- Leads and/or participates in stakeholder engagement sessions and works in partnership with brokers and/or Service Providers on identified initiatives to improve client experience and to ensure an understanding of the needs and expectations of clients.
- Oversees the customer care complaints management system and manages/addresses escalated calls, complaints, questions, and queries, as necessary.
- Produces, signs off and processes complex and confidential documentation when required including invoices, rebilling and utilization and adjustment calculations, information and documentation for Pre-Renewal and Client meetings, up-to-date computer system records on the server, current and outstanding documentation, client contract and addendum follow-up and all other documentation.
- Liaises with Compliance to restrict breaches and works to ensure emerging risks are identified, assessed, and reported in line with business procedures and operational controls are working to an effective standard and monitored.
- Monitors, measures, analyses and develops reports on team productivity, colleague performance and KPI performance against targets and conducts regular one-on-one and team meetings to ensure that staff adhere to assigned schedules and performance expectations.
- Ensures the Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives.
- Provides daily leadership to staff within the operations and overall team and provides overall leadership advice to team leaders.

**Job description Duties**:

- Analyze processes in the business and propose and implement improvements where gaps are identified.
- Analyze and sign off on business reporting (internal and client facing) where you are privy to such reports / the team you manage produces such reports.
- Assess risks in the business propose and implement changes to avoid risk as far as possible.
- Support the Finance Team, MD, Sales Director and Operations team with financial processes where it impacts the business/operations including a) re-billing b) declarations c) invoices d) billing queries
- Understand Business-to-Business VAP’s value-added products and services to the insurance industry.
- Work with the Team Leaders in different departments to manage and support workloads and escalate issues where necessary to avoid failures in The Organisation’s services
- Staff - complete direct reports reviews and support their development and progress with their teams
- Provide progression plans to support individuals with their career development focusing on future roles, growth, and training and to support succession planning
- Monitor staff needs, turnover, recruitment, and retention
- Identify Learning and Development needs for direct reports and team.
- Act as an escalation point on complex issues for the complaints/ assist department
- Ensure that the team provides an effective and efficient service function to customers to enhance our reputation as a truly customer-focused team
- Respond positively to the goals of the team and actively add to the success of the overall department. Meet regularly with the Senior Management team to discuss issues and ideas
- Is responsible, where required for managing all aspects of the organization under remit such as new client conversions, ad hoc projects, compliance audits, fund releases, data cleanse projects SLA reporting etc.
- Provide operational input and advice into projects both internally and to clients and work with the project teams to ensure that functional requirements are validated and sustainable
- Always display flexibility and adaptability in response to the challenging, changing environment
- Support IT to provide them with a clear understanding of the organisation's expectations and ecosystem and monitor closely
- Delivery of monthly service reporting to clients and/or relevant teams
- Confidently meet with clients and put forward solutions for issues or new ideas
- Ensure continuity, consistency, and quality of service delivery to clients and teams
- Accountable for ensuring that as part of The Organisation's Management team, you are aware of how indiv

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