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. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za
Role Purpose The purpose of the role is to manage the operational execution of the regional quality control environment to ensure effective and consistent client service delivery.
Requirements Grade 12Business related degree (preferred) or recognition of prior learning5 - 7 years' client service experience in the financial services industryMinimum 5 years managerial experience Duties & Responsibilities Responsibilities and work outputs Manage quality control 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 regional operational managers making adjustments as required.Manage a comprehensive quality control function, ensuring timeous and accurate service delivery.Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure same-day turn around and service level agreements are consistently maintain.Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance are upheld through the quality control environment.Deliver meaningful and relevant monthly reporting on regional quality control issues and trends to allow for accurate action by operational teams for relevant HR actions, up-skilling and development of operational service consultants.Speed and Quality of service delivery to allow client obsession centric serviceContribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.Adopt a culture of accountability for regional and cross regional queue management to ensure full turn-around time of quality control items is maintained.Take full accountability and responsibility for regional management of service standards delivered tointernal and external stakeholders.Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage same-day turn-around and service level agreement expectations.Effectively manage performance within the team in order to ensure business objectives are achieved at all times.Adopt a culture of teamwork and high performance culture by boosting cross regional quality control assistance ensuring overall regional turn-around times and service level agreements are maintained together with high quality output from all quality control teams.Manage budget and implement sound financial controls.Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.Take accountability to ensure quality controllers check and verify operational processes and client interactions timeously and accurately to avoid re-works and late processing penalties.Report and provide feedback on the effectiveness of financial policy, practice and procedures preventing illegal, unethical or improper conduct.Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings Competencies.#J-18808-Ljbffr
