Requirements

• Grade 12 or equivalent
• Business related degree (advantageous) or a Diploma
• 5- 7 years’ client service experience in the financial services industry
• Minimum of 5 years managerial experience

Duties & Responsibilities

Manage Installations team to deliver obsessive service excellence

• Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Manage the implementation of operating procedures and quality service standards related to the applicable client service solution.
• Monitor and evaluate operational processes for quality and effectiveness, in collaboration with senior management and technical resources within the team, making adjustments as required.
• Manage a comprehensive installation and benefit improvement function, ensuring timeous and accurate service delivery.
• Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure service level agreements are consistently maintained.
• Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance are upheld through the installations and benefit improvement environment.
• Deliver meaningful and relevant monthly reporting on the delivery of output, problems and trends to allow for accurate action by administrators, sales consultants and other stakeholders.

Speed and Quality of service delivery to allow for a Smart Client Experience

• Provide authoritative, expertise and advice to the team, internal clients and stakeholders.
• Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional high-quality client service.
• Adopt a culture of accountability for regional and cross-regional queue management to ensure full turn-around time of quality control items is maintained.
• Understand the impact of efficient on-boarding of funds and changes through the benefit improvement process on the overall operational service output and client experience.
• Take full accountability and responsibility for the management of service standards delivered to internal and external stakeholders.
• Participate and contribute to a culture which builds rewarding relationships with both internal and external stakeholders, facilitates feedback and provides exceptionally high-quality client service.

Leadership

• Create a positive work climate and MMH culture to increase employee engagement, minimise work disruption and maximise motivation and employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage service level agreement expectations.
• Effectively manage performance within the team to ensure business objectives are achieved at all times.
• Encourage innovation and an agile way of working and ensure the team’s capabilities are built.
• Manage high risk and problematic financial issues in the area of accountability and contribute to the development of policy. Manage budget and implement sound financial controls
• Take accountability to ensure minimum preventable expenses in the installations environment by ensuring speed and accuracy to avoid re-works and late processing penalties.
• Adopt a culture of excellence ensuring zero defects/errors in overall client experience through the delivery of high standard in the quality control process.
• Report and provide feedback on the effectiveness of a financial policy, practice and procedures preventing illegal, unethical or improper conduct.
• Implement risk management, governance and compliance policies in own area to identify and manage governance and risk exposure liability.
• Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.