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Service Delivery Excellence Manager

2 months ago

Johannesburg, Gauteng, South Africa Salt Employee Benefits Full time
Job Summary

We are seeking a highly skilled and experienced Service Delivery Excellence Manager to join our team at Salt Employee Benefits. The successful candidate will be responsible for delivering exceptional service to our clients and managing the relationship to ensure long-term success.

Key Responsibilities
  • Client Relationship Management
    • Develop and maintain strong relationships with key clients to ensure their needs are met and exceeded.
    • Identify opportunities to enhance the client experience and implement improvements where possible.
    • Monitor and manage Service Level Agreements (SLAs) to ensure timely and effective delivery of services.
  • Query Resolution
    • Engage with stakeholders to resolve queries and issues in a timely and professional manner.
    • Communicate effectively with clients to ensure they are informed and up-to-date on the status of their queries.
    • Treat clients with care and respect, adhering to relevant legislation and company policies.
  • Delivery Management
    • Manage the delivery of services to ensure they are completed on time, within budget, and to the required quality standards.
    • Demonstrate a commitment to providing solutions to clients and exceeding their expectations.
    • Perform other functions as required to support the business.
  • Efficiency and Effectiveness
    • Ensure that all processes and procedures are efficient and effective in delivering services to clients.
    • Identify opportunities to improve processes and implement changes where possible.
    • Monitor and report on key performance indicators (KPIs) to ensure the business is meeting its objectives.
  • Brand Representation
    • Represent the Salt Employee Benefits brand in a professional and positive manner at all times.
    • Develop and maintain a deep understanding of the client's business and needs.
    • Identify opportunities to improve the client experience and implement changes where possible.
    Requirements
    • Qualifications
      • Relevant Bachelor's degree or higher.
      • 10 years' experience in a similar role.
      • Experience in the Employee Benefits industry.
      • Excellent communication and interpersonal skills.
    • Skills
      • Strong analytical and problem-solving skills.
      • Ability to work independently and as part of a team.
      • Excellent time management and organizational skills.
      • Ability to prioritize tasks and manage multiple projects simultaneously.
    • Personal Qualities
      • Highly motivated and results-driven individual.
      • Strong attention to detail and ability to maintain confidentiality.
      • Ability to work in a fast-paced environment and adapt to changing priorities.
      Organizational Values
      • Ensure adherence to all organizational objectives.
      • Devote the whole of your time, attention, and abilities during working hours to discharge of your duties with strict accuracy.
      • Use your best endeavours to properly conduct, improve, extend, develop, promote, protect, and preserve the business interest, reputation, and goodwill of the company.