Transactional Engagement Team Lead

**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.

**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**
- The purpose of the Transactional Engagement Team Lead is to align the implementation of the strategic objectives of the service model by facilitating, supervising, and leading a team of engagement specialists. The team lead will coach (supporting, training), lead, and measure the progress of engagement specialists to provide experiential service that is focused on delivering exceptional service via their platform of choice.

**Requirements**:

- Grade 12 or equivalent
- Diploma or relevant qualification
- Industry-related qualification
- 3-5 years’ experience
- Relevant product and system training

**Duties & Responsibilities**
- Supervise and guide the team with the resolution of the client’s queries, via preferred channel, within
the agreed timeframes.
- Establish trust with specialists by maintaining empathetic composure and commitment to resolving
their queries.
- Contribute to creating a culture where employees feel valued, cared for and where their voices are
included in decision-making.
- Utilize operational metrics to coach and support the team to effectively deliver to the needs of their
clients.
- Promote business transformation initiatives by actively leading and participating in change
management initiatives.
- Drive the adoption and usage of process optimization and digital solutions by anticipating and
minimizing resistant behaviors, mitigating people risk, and barriers to success.
- Analyzing data and reports, and providing solutions to the insights to improve processes, ensure
resources are properly allocated (workforce planning), and optimize efficiency and customer service
satisfaction.
- Manage, monitor, and track progress on individual and team performance against service level
agreements.
- Ensuring adherence to compliance and legislative requirements, and in line with our values, and
where appropriate, take corrective action.
- Act as an escalation point to the team in addressing and resolving escalated client queries.
- Manage and monitor the team’s adherence to correct procedure and protocol when following up on and
attending to queries.
- Analyze the operational processes and identify opportunities for improvement, and implement
improvements within the team.
- Timeously identify and report process and system failures and enhancements to improve the client
experience.
- Update and maintain relevant standard operating procedures within the Client Service area, to
ensure the maintenance of quality and consistency in service delivery and client experience.
- Actively engage with specialists and provide solutions to their questions, guiding them through
difficult calls or issues, professionally diffusing conflict.
- Leading team way of work that facilitates a continuous improvement culture by providing upskilling
opportunities that are aligned to enhancing the client experience.
- Keep abreast with industry trends and actively contribute to the strategic objectives of the business.
- Proactively communicate key messages to specialists to ensure a smooth flow of communication and
ensure that employees are well-informed.
- Identify and report process and system failures, and suggest enhancements to improve client experience.
- Consistently upholding ethics, cultural aspirations, and values in line with MMH policies and procedures.

**Competencies**
- Communicator: Responsible for distributing information to team members and stakeholders.
- Organizer: Responsible for keeping track of and structuring various tasks, employees, and documents.
- Goal setter: Responsible for determining the goals that members will work toward.
- Change Management: Drive adoption and usage with human touch — that is, creating real connections by making technology feel more human (empathy)
- Listening skills
- Digital mindset
- Empathy
- Logical
- Change Management
- Communication
- Planning and Organizing
- Conflict management