Operations Consultant

5 days ago

Johannesburg, Gauteng, South Africa PPS Recruitment Full time
Job Advert Summary

To play a key role in delivering intermediary services, including administrative and marketing support, across the Life Operations business. This role is focused on creating a client experience that is seamless, personalised, and tailored to individual needs—making every interaction feel effortless and bespoke.

Minimum Requirements

Education:

  • A 3-year tertiary qualification (Degree/Btech) with a relevant business orientation

Experience:

  • 2+ working experience in call centre AND back office processing (preferred)
  • Experience in the client service environment (preferred)

Knowledge and Skills:

  • Demonstrates high levels of self-motivation and initiative, with strong interpersonal and communication abilities
  • Proven relationship management capabilities
  • Solid business acumen and commercial awareness
  • Effective written and verbal communication skills
  • A proactive, solutions-oriented mindset with a willingness to challenge conventional approaches
  • Understanding of customer experience principles and techniques
  • Familiarity with financial services institutions (preferred)
  • Working knowledge of FAIS and FICA regulations (preferred)

Competencies:

  • Resilient and able to perform effectively under pressure
  • Demonstrates high levels of accuracy and attention to detail across all work types
  • Strong organisational skills with the ability to prioritise tasks effectively
  • Collaborative team player who contributes positively to group dynamics
  • Acts with integrity and consistently upholds the principles of treating customers fairly, aligned with the client experience philosophy
  • Proactive and forward-thinking approach to problem-solving
  • Deeply client-centric, with a commitment to delivering exceptional service
  • Driven to achieve results and meet performance objectives
Duties and Responsibilities
  • Provide administrative and marketing support across various client segments
  • Offer information and guidance in alignment with legislative and regulatory requirements
  • Deliver exceptional telephonic support and assist clients with online navigation, adhering to client service principles
  • Initiate and manage outreach to clients and potential leads to build relationships and drive business growth
  • Develop and manage daily business operations, including processes, systems, and projects for efficiency
  • Establish internal controls, support system testing, and ensure smooth operational workflows
  • Identify, research, and resolve client complaints; escalate complex issues to supervisors when necessary
  • Accurately document client interactions, maintain call logs, and prepare reports
  • Identify and recommend improvements to streamline and simplify operational processes
  • Build and maintain strong relationships with internal and external stakeholders to support service delivery

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