Service Manager

1 week ago

Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme),
and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and
people from all walks of life to achieve their financial goals and life aspirations.
We help people grow their savings, protect what matters to them and invest for the future. We help companies
and organisations care for and reward their employees and members. Through our own network of advisers or via
independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions
Role Purpose

Manage teams responsible for the delivery of Client Service processes, ensure all relevant policies and procedures are followed and regulations are adhered to.
Requirements

Relevant industry related qualifications

Relevant business degree

Grade 12 or equivalent

On-the-job training / qualifications

Product, process, system and legislation training

Extensive financial services industry knowledge

Sound knowledge of client service policies, procedures and

Knowledge of business-related rules and

Knowledge of relevant regulatory and compliance

Knowledge of complaints handling processes and procedures

Written and verbal communication

Time management skills

Planning skills

Complaints handling skills

People management skills

Interpersonal skills

Influencing skills

Microsoft Office skills

3-5 years’ experience in financial services industry (essential)

1-2 years’ people management experience (desirable)

Exposure to a client service environment with proven knowledge of customer service principles and practices (desirable)
Duties & Responsibilities

INTERNAL PROCESS
- Contribute to the development of a client service strategy that enables a positive client experience and business objectives
- Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
- Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
- Monitor and evaluate operational processes for quality and effectiveness and adjust as
- Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
- Manage a comprehensive client service function, ensuring timeous and accurate service
- Monitor operational results and backlogs and adjust according to service delivery
- Deliver meaningful and relevant reporting on client service functions and trends as
- Review performance in line with business objectives and realities to ensure optimal performance is maintained.
- Ensure team’s adherence to correct procedure when following up on
- Identify and report process and system failures and enhancements to improve client

CLIENT
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
- Monitor & analyze regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
- Provide authoritative, expertise and service to clients and
- Build and maintain relationships with clients and internal and external
- Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
- 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
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE
- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment Equity principles and MMH
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately
- Identify empl

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