Service Manager EAP

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

To lead and manage the EAP Care Centre, ensuring the delivery of high-quality, clinically sound, and client-centred services that meet organisational objectives, service standards, and regulatory requirements. The role provides operational and clinical leadership, driving service excellence, quality assurance, staff development, and continuous improvement to achieve optimal client outcomes and business performance

Requirements

• Grade 12 or equivalent - (essential)
• Relevant business degree (social worker, psychologist, registered counsellor) - (essential)
• Relevant industry related qualifications - (desirable)
• Product, process, system and legislation training - (essential)
• 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 - (desirable)
• 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

INTERNAL PROCESS

• Contribute to the development and implementation of the EAP client service strategy to ensure a positive client experience, clinical excellence, and achievement of business objectives.
• Contribute to the development and enhancement of the Client Value Proposition (CVP), ensuring that clinical, operational, and client service requirements are effectively integrated.
• Lead the implementation of operating procedures, service standards, and quality assurance frameworks for EAP service delivery.
• Monitor, evaluate, and continuously improve operational processes to ensure efficiency, effectiveness, regulatory compliance, and service excellence.
• Develop and maintain Standard Operating Procedures (SOPs) to support the delivery of counselling, wellness, crisis intervention, and case management services.
• Provide clinical leadership and oversight to ensure all EAP services are delivered in accordance with professional ethical standards, clinical best practices, and regulatory requirements.
• Ensure appropriate clinical risk management processes are implemented and maintained across the Care Centre.
• Monitor the quality of clinical interventions, case management, and referral processes to ensure optimal client outcomes.
• Review complex, high-risk, and escalated cases, providing guidance and support to team leaders and counsellors where required.
• Drive continuous quality improvement initiatives through case reviews, audits, and service evaluations.
• Manage the end-to-end EAP Care Centre function, ensuring timely, accurate, and professional service delivery across all client interactions.
• Monitor operational performance, service levels, workloads, and backlogs, implementing corrective actions to meet agreed service standards.
• Deliver meaningful operational and clinical reporting, analysing trends and providing recommendations to improve service delivery and client outcomes.
• Review departmental performance against key performance indicators (KPIs), business objectives, and service level agreements (SLAs).
• Act as the primary escalation point for operational and clinical matters, supporting Team Leaders in resolving client concerns, complaints, and complex cases.
• Lead, coach, mentor, and develop Team Leaders, Counsellors, and Care Centre staff to ensure high performance and professional growth.
• Ensure adherence to clinical protocols, operational procedures, ethical guidelines, and service standards.Identify training and development needs and facilitate ongoing professional development, clinical supervision, and skills enhancement.
• Foster a culture of client-centred care, accountability, collaboration, and continuous improvement.
• Build and maintain strong relationships with internal and external stakeholders to support effective EAP service delivery.
• Identify, investigate, and report process, system, and service delivery challenges, recommending enhancements to improve the client experience.
• Support client retention and satisfaction through proactive management of service quality, responsiveness, and continuous improvement initiatives.
• Oversight of telephonic counselling, referral management, clinical governance, and Quality Management Systems (QMS) in an EAP environment.

CLIENT

• 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.

PEOPLE

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.

FINANCE

• Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans.
• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Plan and implement a cycle of medium-term improvements to drive pricing of services and products.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
• Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.

Competencies

• Providing Insights
• Making Decisions
• Resolving Conflict
• Developing Strategies
• Directing People
• Understanding People
• Interacting with People
• Empowering Individuals
• Clinical judgement & risk awareness
• Collaboration with clinical experts
• Ethical resilience