Team Leader: Client Liaison Officer

**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 for people, communities, and businesses.**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose**
- Assess and improve the quality client engagements/services including the overall perception of multiple complaints channels in order to deliver business objectives.
- Managing & leading a team of Client Liaison Officers working across different channels.
- Building and maintaining the overall image of the Client in the market place through service recovery and quality auditing and coaching.

**Requirements**:
**Qualification**
- Matric or Equivalent
- Degree or National Diploma in Business management (Advantageous)
- Momentum Metropolitan(MM) accredited Leadership course (Advantageous)

**Knowledge**
- Good understanding of the industry (Advantageous)

**Experience**
- Client service experience in the medical aid environment(Essential)
- Minimum 2 years Client Services experience (advantageous)
- Complaints / Query Management experience
- 3 - 4 years Leadership experience (Advantageous)

**Duties & Responsibilities**

**INTERNAL PROCESS**
- Resolve high level unresolved queries/disputes arising from clients and provide feedback.
- Manage / ensure that the appropriate complaints management measures and plans are implemented and handle all high level escalations.
- Engage with Clients, Line Managers, Team Leader, Stakeholders & Service Provider Networks (SPN’s) and feedback.
- Engage with departments that do not meet the standards of service as laid down in Scheme service level agreements.
- Provide support with regards to action plans to improve service delivery.
- Ensuring that the recommended actions & corrective measures to the defaulting departments take place.
- Identify areas where training is required to improve service levels (within team as well as across departments).
- Identify process and system shortfalls in order to improve efficiencies.
- Building and maintaining relationships with Learning & Developement (L&D) coaches, service managers & heads of the various business units.
- Maintaining a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
- Ensuring that member feedback on complaints & compliments received across all channels and the business is responded to within the agreed turnaround times.
- Preparing reports / packs as per various Client review forums.
- Reports as requested by the Scheme or the Executive Team are accurately and timeously completed and included in the Operations Pack.
- Process improvements are tracked and there is evidence to show improvement.
- Lead & manage of a Team of Client Liaison Officers (CLO’s) (including Performance Management)
- Identify & nurture high performing individuals (Talent Management of CLO’s)

**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 our company values.
- 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 forecasted.
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team in order to ensure business objectives are achieved.
- Encourage innovation, change agility and collaboration within the team.

**CLIENT**
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements applicable to 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 responsibility.
- Participate and