Operations Consultant

4 months ago

Johannesburg, 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 extended hours on the 15th, mid-week close off, and last working day of the month. There is a possibility that these might change in the future depending on growth and the need in the business.
A member of the back-office operations team reporting to the Manger Intermediary Services. This role will be responsible for providing a professional service to PPS members and associated parties. Customer/Intermediary interaction via all available contact channels will be part of this individual responsibilities.

**Minimum Requirements**:
**Education**:

- Matric
- A 3-year tertiary qualification (Degree) with relevance business orientation

**Experience**:

- 2+ working experience in administration, member engagement, telephone etiquette, quality assurance experience, validating and processing of member information.
- Experience in the client service environment, advantageous

**Knowledge and Skills**:

- Relationship management skills
- A good business acumen
- Can-do attitude while challenging convention.
- Knowledge of Financial institutions (advantageous)
- FAIS, POCA and FICA knowledge (advantageous)

**Competencies**:

- Able to thrive under constant pressure.
- Accuracy and attention to detail for all relevant work types.
- Ability to organise and prioritise.
- Team player.
- Integrity, doing the right thing and to embrace the philosophy of treating our customers fairly to deliver on our member experience principles.
- Competent writing and communication skills.
- Proactive thinking.
- Client Centricity.
- Results Driven.

**Duties and Responsibilities**:
**Administration Task**:

- Generate Counteroffer Letters for Personal cover and Business Assurance, manual and system generated letters.
Resolve and respond to non-Disclosure queries.
- Review the HIV correspondence and to Liaise with the Medical Officer
- Reviewing and uploading Trace and upload lab results
- Taking ownership of service level agreement and to ensure they are reached consistently.
- Accurately executing policies and procedures related to service delivery within Life Operations
- Identifying and escalating priority issues and ensuring that the task is tested and released into production.
- Data capturing of customer information, with a reduced element of error with accuracy and attention to detail in processing of work.
- To ensure all system and manual processes are followed as per the work instructions.
- The consultant will need to provide intermediary services across the team which will inclusive of Policy administration, New Business, UW Administration, Internal Control, FICA, Amendments and Cancellations.
- Information needs to be provided in accordance with legislative requirements.
- The purpose is to provide an exceptional administrative service and support.
- Responsibilities may include working in all the units under Intermediary Services. The consultant is to be a highly self-motivated individual with strong relationship managing and communication skills.
- Add in measures, process improvements and enhancements to Reduce escalations.
Review tasks that are logged with Production Support regarding Technical errors.
Distribute knowledgeable training/coaching material to the group.
- The consultant will also help to build and manage the daily operations of the business processes, systems and projects. This will include developing internal controls for the business, testing and administration of the various systems, and running the operations of the business smoothly to ensure that clients are serviced in the PPS way.

**Assist Management and Support Team**:

- Agree duties with team members to achieve operational targets including prioritization and work schedules.
rovide support and assistance to the Team Leader or Manager.
- Responsible for enforcing PPS’s training and development program.
- Mentoring and coaching to junior employees.
- Assist with execution of policies and procedures related to service delivery in Operations and between other areas.
- Build and maintain relationships with relevant stakeholders.
- Reduce step backs and review processes to reduce processing time.
- Complete call logs and reports
- Manage and supporting in maintaining the service level agreement.
- Process Financial Assessments and ensure the figures are accurate.
- Ensure high risk member are validated and investigated accurately.
- Prepare monthly savings report.
- To request medical records from Medical Schemes
- Due diligence process to be adhered to.

**Maintain Product Expertise**:

- In order to answer member/intermediary complaints and questions, an operations Consultant must be an

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