Operations Consultant

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.

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

• 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
• and 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; elevate 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