Talent Pool Service Team Leader MMH

Role Purpose

The successful incumbent will be responsible to lead a team responsible for supporting clients, ensuring all requests, queries, escalations, and documentation are in accordance with agreed Service Level Agreements and legislative and compliance requirements.

• Grade 12 or equivalent (Essential).
• Business or Industry related qualification (Desirable).
• Relevant product and system training (Desirable).

• 3 - 5 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
• 4 - 5 years' experience in client service environment with proven knowledge of customer service principles and practices.
• 2 - 3 years’ management experience.
• Exposure to the health / insurance industry (preferred).

• Relevant business products, processes, systems and procedures
• Relevant regulatory and compliance requirements
• MS Office Suite (Word, Excel)

• Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level
• Agreement and legislative and compliance requirements. Manage, monitor and control the team's delivery on Service Level Agreements made with clients.
• Manage, monitor and control the team’s execution of client requests, concerns and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Ensure team’s adherence to correct procedure and protocol when following up on and attending to queries.
• Analyse the Client Service processes and identify opportunities for improvements; implement improvements within the team.
• Identify and report process and system failures and enhancements to improve 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.
• Ensure that the team outputs are aligned to business objectives.

• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with 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 contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Ensure satisfactory resolution of all queries and problems escalated.
• Developing and renewing best practice guidelines and procedures concerning client service.
• Implementation of mechanisms to improve client service
• Planning and implementing after-sales service and damage control interventions to ensure client satisfaction.

• Effectively manage a team to deliver quality service to clients.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving team cohesiveness and performance.
• Manage individual performance and provide appropriate training interventions where necessary.
• Ensuring operational efficiency within the department.
• Ensure that staff members are aware of their individual responsibilities, measurement and targets.

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• 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.