Administrator: Quality Control

-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
Role Purpose

The purpose of the role is to bring about high quality service by overseeing the quality of operational team's output and client interactions within an agreed SLA and to ensure exceptional service processing and effective execution of operational functions.
Requirements
- Minimum of 2 years of experience in employee benefits
- Quality Checking experience will be advantageous
- Grade 12 or Equivalent
Duties & Responsibilities
- Check and verify all financial and non-financial operational transactions including client interactions accurately and within the agreed turnaround times and service level agreements ensuring no daily backlog in quality queues.
- Identify and clearly note gaps in transactional processing performance or service delivery and give concise recommendations/feedback for corrections and improvements in service delivery on relevant platforms for immediate action by operations service consultants and to allow accurate reporting on upskilling and development to the operational management team.
- Contribute to the identification of business services process issues and development of solutions, escalating to the Quality Control Portfolio Manager to determine the best operational course of action.
- In collaboration with the Portfolio Manager implement and take joint
- Accountability for the service response to the Momentum Corporation Operational business strategy.
- Contribute and ensure compliance to relevant legislation and risk mitigation strategies.
- Deliver on service level agreements to ensure that the overall client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
- Adopt a performance culture that exceeds service delivery expectations maintaining high-quality output within service level agreement.
- Adopt a culture of accountability for personal, regional, and cross-regional queue management to ensure full turn-around time of quality control items is maintained.
- Understand the impact of the quality effort to the overall client experience. Take full accountability for personal management of own service standard delivery.
- Preparation and attendance of Trustee meetings
- Build strong relationships through providing consistent and accurate concise recommendations/feedback, expressing positive expectations to improve the overall high-quality client service experience.
- Exceed client expectations by adopting a cross-regional team culture. Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of operational process changes, industry, and legislation knowledge.
- Contribute to continuous innovation through the development, sharing, and implementation of new ideas. Take ownership for driving career development.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
- Check and verify all operational processes and client interactions timeously and accurately to avoid re-works and late processing penalties
- Adopt a culture of excellence ensuring zero defects/errors in overall client experience from Momentum Corporate operational teams
Competencies
- Customer orientation
- Accountability
- Adaptability
- Attention to detail
- Communication skills
- Collaboration

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.