Administrator: Quality Control (Installations)

Introduction

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 Group provides practical financial solutions for people, communities and businesses. Visit us at www.momentumgroupltd.co.za

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

The purpose of this role is to bring about high-quality service by overseeing the quality of the FAW and GI New Business team’s output and client interactions within an agreed SLA and to ensure exceptional service processing and effective execution of operational functions.

Requirements Experience and Qualifications

• Grade 12 or equivalent.
• Minimum of 3 years’ experience in employee benefits.
• Installation and benefit improvement experience will be an advantage.
• Quality checking experience will be an advantage.

Duties & Responsibilities The incumbent will be co-responsible for the following:

• Check and verify all installation and benefit improvement related processing accurately and within the agreed turnaround times and service level agreements ensuring no backlog in new business quality queues.
• Identify and clearly note gaps in installation and benefit improvement processing performance or service delivery and give concise recommendation / feedback for corrections and improvements in service delivery.
• Contribute to the identification of business services process issues, escalating to the New Business Manager to determine the best operational course of action.
• In collaboration with the Manager implement and take joint accountability for the service to the Momentum Corporation Operational business strategy.
• Contribute and ensure compliance with relevant legislation and risk mitigation strategies.
• Deliver on service level agreements to ensure that the overall 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.
• Adopt a performance culture that exceeds service delivery expectations, maintaining high quality output within service level agreement.
• Understand impact of quality effort to overall client experience.
• Take full accountability for personal management of own standard delivery service.
• Build strong relationships through providing consistent and accurate concise recommendation/feedback, expressing positive expectations to improve overall high-quality client service experience.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of operational process changes, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.
• Adopt a culture of excellence, ensuring zero defects / errors in overall client experience from Momentum Corporate New business team.

Competencies

• Collaboration
• Customer Orientation
• Impact and Influence
• Accountability
• Attention to detail
• Communication skills