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 Metropolitan provides practical financial solutions for people, communities, and businesses.
Role Purpose
To ensure the smooth functioning of the Correspondence Management (CMS) Department by leading a team of Contextualising Clerks and management of Service Level Agreement (SLA).
Requirements
Qualification
Grade 12/Matric/Equivalent.
Tertiary qualification (advantageous)
Experience
3 - 5 years leadership experience, preferably in a correspondence or document management or similar environment.
Previous leadership experience in an operational role (advantageous)
Proven analytical and problem-solving skills.
Sound knowledge of monitoring and work control methodologies.
Sound knowledge of trending and reporting.
A sound knowledge of process improvement and innovative problem-solving techniques.
A sound understanding, interpretation and application of Scheme rules and service level agreements.
A solid working knowledge of computer packages i.e. Word, Excel.
Duties & Responsibilities
Internal Process
Ensure overall adherence to all internal and external SLAs, CMS Business Unit Specific Business processes and mandates.
Daily distribution of correspondence to Contextualising Clerks to action within the SLA.
Daily, weekly, and monthly performance reporting.
Review statistics daily, weekly/monthly, and follow up with each direct report.
Motivate and encourage good performance according to agreed goals and objectives.
Discuss poor performance with the relevant Contextualising Clerk; agree on the steps to be taken to remedy and the time frames. Ensure implementation and follow-up.
Take corrective action on non-performance and behaviour influencing work negatively.
Conduct monthly review and performance appraisal sessions.
Regular dialogues with direct reports, aligned to Performance Excellence principles.
Respond to and resolve all problematic queries and concerns raised by all internal parties and all external stakeholders.
Assist & upskill Contextualising Clerks with difficult queries to ensure service excellence.
Investigate the root of system errors and resolve these errors by liaising with IT by submitting the necessary IT requests.
Ensure implementation of new processes or enhancements.
Employee Administration.
Ensure employees adherence to all Momentum Metropolitan policies and procedures.
Arrange regular meetings with employees and provide continuous feedback to management.
Ensure that employees are kept abreast of all changes within the Business or amendments to SLAs.
Client
Build and maintain relationships with clients and internal and external stakeholders.
Deliver on service level agreements applicable to 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.
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.
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
Control and check expense claims for authorisation.
Prepare and check invoices and arrange for payments.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Manage financial and other company resources under your control with due respect.
Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Competencies
Business Acumen
Collaboration
Client/ Stakeholder Commitment
Drive for Results
Leads Change and Innovation
Impact and Influence
Self-Awareness and Insight
Diversity and Inclusiveness
Proven analytical and problem solving skills
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