Operations Consultant

6 months ago

Johannesburg, South Africa PPS Recruitment Full time

**Job Advert Summary**:
The Consultant be responsible for providing a professional service to PPS members and associated parties. This will include working across all areas in Servicing and Administration with the ability to process in all facets of the department and resolve queries from start to end.
They will be required to make decisions within their mandate and execute a higher quality of service combined with increased quantity as per the performance contract. The consultant must excel in a pressurized environment and be a quick thinker that applies logic in decision making. The incumbent must be flexible and embrace change and lead the way in change management. The consultant must be willing to work extended hours for Mid-Month and Month-End close off.

The purpose is to provide an exceptional service and online navigation for our members and deliver against our member service principles. The consultant is to be a highly self-motivated individual with strong relationship managing and communication skills. 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.

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

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

**Experience**:

- 2+ working experience in call centre AND back-office processing is a clear advantage.
- 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 customer experience techniques.
- Knowledge of Financial institutions (advantageous).
- FAIS 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.
- To always act with integrity, embrace the philosophy of treating our customers fairly and deliver on our client experience principles..
- Competent writing and communication skills.
- Proactive thinking.
- Client Centricity.
- Results Driven.

**Duties and Responsibilities**:
**Key Responsibilities**
- Process requests and update information of systems accurately. Executing policies and procedures related to service delivery in Operations and other areas.
- Prioritise urgent request and ensure close offs are managed effectively.
- Take ownership of service level standards and ensure they are reached consistently,
- Engage and respond to customer’s contacts professionally regardless of channel.
- Contacts will be primarily Inbound however Outbound campaigns are also an integral part of this job function.
- Take ownership of customer requests from receipt to conclusion
- Identify and escalate issues to leadership team.
- Provide product and service information to all customers.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable software.
- Complete call logs and reports
- To take ownership of service level standards and ensure they are reached consistently.
- In addition to their regular duties of answering customers basic questions, a Professional Consultant is responsible for handling complaints that are too complex to be handled by junior employees.

**Assist Management and Support Team**
- Agree duties with team members to achieve operational targets including prioritization and work schedules.
- Responsible for enforcing PPS’s training and development program. They may also be assigned a junior employee to mentor.
- To execute policies and procedures related to service delivery in Operations team.
- Build and maintain relationships with relevant internal and external stakeholders.

**Keep Track of Customer Trends**
- An operations Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.
- Identify process and procedure improvements and make recommendations to streamline and simplify processes.
- Escalate systems failures to the appropriate support team.
- Recognize, document, and alert the management team of trends regarding processes.

**Maintain Product Expertise**
- In order to answer member/intermediary complaints and questions, an operations Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.

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