Customer Service Manager - Maponya Mall (Soweto)

Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.
Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.
www.metropolitan.co.za

ROLE PURPOSE

Manage the day to day activities of client service delivery through effective people and service management in order to foster client centricity, increased productivity and enable operational excellence.

REQUIREMENTS

Diploma in business management

FAIS related qualification or Regulatory Exam (preferred)

3-4 years’ experience managing a sales or service environment in the financial services industry

2 years’ management experience (preferred)

Ability to speak African languages or multi-lingual (preferred)

Understanding of the relevant legislation (General Code of Conduct for Authorised Financial Services Providers and Representatives, Financial Advisory and Intermediary Services (FAIS), Protection of Personal Information Act (POPI), Long Term Insurance Act, Treat Customers Fairly (TCF, etc.)

RESPONSIBILITIES AND WORK OUTPUTS

Manage the delivery of efficient client service administration processes and procedures.

Manage the adherence and compliance to company polices, instructions and relevant legislation within all the client service functions

Monitor and manage the achievement of service level agreements to ensure excellence in the client services function.

Develop tactical plans to enhance or improve the client experience within the Branch.

Coach and guide the Client Services team to effectively utilise client service interactions to improve client retention and repeat business activities.

Ensure client information is accurately and timeously captured on the relevant system.

Check and approve the relevant documentation to support the client service process in line with business and risk management practices.

Manage the execution of client requests within the agreed timeframes, quality standards and legislation.

Manage the leads generation and management process through active monitoring, encouragement, reporting and follow-up.

Embed the Treat Clients Fairly outcomes in the client service environment as stipulated by the Financial Services Board.

Actively manage the client satisfaction index to ensure the satisfaction of the clients.

Review and authorise all financial and non-financial transactions processed by the Client Service Consultant

Identify entrepreneurial opportunities in every interaction and remain passionate, resilient, focused and organised.

Analyse and report on the status of client services within the branch.

Effectively manage time and ensure optimal productivity.

COMPETENCIES REQUIRED

Business Acumen

Customer/ Stakeholder Commitment

Drive for results

Leads Changes and Innovation

Collaboration

Impact and influence

Self-Awareness and Insight

Diversity and Inclusiveness

DISCLAIMER

Only on-line applications submitted via our careers page will be considered.

Internal Team Members must inform their manager of their application. Your manager must be aware of and support your application.

CONTACT DETAILS

For further information please contact Ditsepu Petja who is the HC Business Partner dealing with this position on 084 301 8739.

Please submit your application via our Careers page on www.mmiholdings.co.za

To apply, please follow the official system application process and get in touch with the PeopleSoft Helpdesk (021 940 5169) if you need further assistance.



Contact Details

Ditsepu Petja

DPetja@metropolitan.co.za (The purpose for this email address is solely for queries regarding the advertised position and no emailed CV's will be accepted. Only online applications submitted via our Careers page will be considered.)

0145927472

All positions will be filled in accordance with our Employment Equity plan.

We also encourage people with disabilities to apply.

Apply Here http://bit.ly/2MpvmQL

Job id : , #69118, 150 views,

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