Operations Manager

3 weeks ago

Bellville, 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 9 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

Metropolitan Get Up seeks a self-starter operational manager with the ability to lead a dynamic digital led operational team. The expectation is for the operational lead to understand strategic developments, formulate Virtual Distribution requirements for the team to deliver on its Execution Pillars of Effectiveness, Quality and Client Relational Dynamics. Apart from the running of day-to-day business, the Operational Manager is also responsible for the implementation of change with an agile mindset and with that, assist in formulating the path forward.
Requirements
- Grade 12/Matric with Maths / Accountancy
- 3 years tertiary qualification
- Knowledge and understanding of Life Insurance products and services, Insurance Legislation, Pension Funds Act, TCF and In House systems
- 5 years operational client service management experience or contact centre management
- Understanding of administration processes across the client service environment
- Knowledge of insurance products and in-house systems
- Performance Management, coaching and mentoring skills
- Ability to speak African languages will be an advantage
- Knowledge, experience and a good understand of back office, Contact Centre and remote offices procedures
- Must have experience engaging all levels of organisational leadership (EXCO and Junior Management)
Duties & Responsibilities
- Actively manage and grow value as part of Met Get Up across the insurance value change
- cost optimisation and revenue.
- Establish and maintain efficient client service and administration processes. This includes regular liaison with own management team to ensure reducing operational costs, risk compliant procedures and immediate service to clients
- Workforce management i.e. analytical forecasts and business requirements
- Liaison with senior representatives of external parties (clients, partners)
- Manage the recruitment, onboarding and training of Virtual consultants
- Setting up and meeting performance objectives against our Effectiveness, Quality and Relational Dynamic execution pillars.
- Implement Operational Strategies, Policies, Procedures and Tactics
- daily, weekly, monthly.
- Participate and contribute to overall client services strategic planning processes
- Oversee the smooth functioning of a comprehensive Member Services Department which includes the Client Service Offices, Correspondence and back office departments
- Ensuring that internal and external service level agreements are adhered to
- Successful development and implementation of internal control systems
- Continually review member growth and accurately forecast staffing requirements and ensure that the staff headcount process is managed
- Preparation, coordination, analysis and submission of reports
- Managing the performance and production of Contact Centre Team Leaders which will include work methods, systems, procedures and operations
- Ensuring that the quality of responses to members' queries and complaints is of a high standard at all times
- Management of projects to improve workflow management
- Ensure adequate departmental succession planning Ad hoc projects
Competencies
- Business Acumen
- Collaboration
- Stakeholder commitment
- Impact and influence
- Drive for Results
- Self-Awareness and Insight
- Leads Change and Innovation
- Diversity and Inclusiveness
- Motivating and Inspiring Team
- Growing Talent
- Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

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