Regional Coordinator

**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.

**Role Purpose**

Lead the regional offices/ walk-in center team to support clients with requests, queries, and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements. Deliver an excellent client-centric experience.

**Requirements**:

- Matric qualification.
- A degree in Client Service; Business Management or Marketing.
- 3 years Financial Services experience.
- 2 years managerial experience (preferred).
- Knowledge of the medical schemes industry will be an added advantage.
- Ability to work after hours.
- Ability to travel and in possession of a valid code 08 driver's license

**Duties & Responsibilities**
- Induct, teach, coach, mentor, and supervise branch staff to meet and exceed performance standards and enable progression in their career path.
- Recruit, select, and retain high-quality branch staff to build capacity to meet current and future staffing needs in accordance with member visitation patterns.
- Ensure the Branch meets and exceeds Voice of Customer (VOC), productivity, and quality targets.
- Adhere to high ethical standards and ensure branch staff comply with SOPs and regulations.
- Timeously complete all administrative and reporting duties, including staff engagements.
- Continuously monitor turnaround times, quality standards and resolve issues speedily to enhance and deliver a superior customer experience.
- Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
- Build and maintain relationships with clients and internal and external stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
- Create a positive work climate and culture to energize employees, give meaning to work, minimize work disruption and maximize employee productivity.
- Demonstrate exemplary leadership behavior, through personal involvement, commitment, and dedication in support of organizational values.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
- Encourage innovation, change agility, and collaboration within the team.

**Competencies**
- Ability to work under pressure while being client-centric at all times.
- Assertive with good communication skills and the ability to access and use information.
- Ability to be creative, innovative, and a problem solver with collaboration and inclusiveness.
- Self-management and results-driven behavior with attention to detail and a high level of accuracy.