Service Manager

Introduction

Through our client-facing brands Momentum Group, 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.

Disclaimer

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

Role Purpose

Manage teams responsible for the delivery of Client Service processes, ensure all relevant policies and procedures are followed and regulations are adhered to.

Requirements

• Grade 12 or equivalent.
• Relevant business degree (desirable)
• 6 - 8 years experience in financial services industry (essential).
• 3 - 5 years people management experience (essential).
• Exposure to a call centre or client service environment with proven knowledge of customer service principles and practices.
• Extensive financial services industry knowledge.
• Sound knowledge of client service policies, procedures and processes.
• Knowledge of business-related rules and regulations.
• Knowledge of relevant regulatory and compliance requirements.
• Knowledge of the operational running of call and service centres.
• Relevant product knowledge.
• Knowledge of complaints handling processes and procedures.

Duties & Responsibilities

• Contribute to the development of a client service strategy that enables a positive client experience and business objectives.
• Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
• Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
• Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Monitor operational results and backlogs and adjust according to service delivery requirements.
• Deliver meaningful and relevant reporting on client service functions and trends as required.
• Review performance in line with business objectives and realities to ensure optimal performance is maintained.
• Act as an escalation point to assist Client Service Team Leaders addressing client queries.
• Ensure teams adherence to correct procedure when following up on queries.
• Identify and report process and system failures and enhancements to improve client experience.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• 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.

Competencies

• Business Acumen.
• Client/ Stakeholder Commitment.
• Drive for Results.
• Leads Change and Innovation.
• Motivating and Inspiring Team.
• Collaboration.