The purpose of the role is to bring about high quality service by overseeing the quality of operational team's output and client interactions within an agreed SLA and to ensure exceptional service processing and effective execution of operational functions
Requirements
- Grade 12 or Equivalent
- Minimum of 2 years of experience in employee benefits
- Quality Checking experience will be advantageous
- Check and verify all financial and non-financial operational transactions including client interactions accurately and within the agreed turnaround times and service level agreements ensuring no daily backlog in quality queues.
- Identify and clearly note gaps in transactional processing performance or service delivery and give concise recommendation/feedback for corrections and improvements in service delivery on relevant platforms for immediate action by operations service consultants and to allow accurate reporting on up-skilling and development to the operational management team.
- Contribute to the identification of business services process issues and development of solutions, escalating to the Quality Control Portfolio Manager to determine the best operational course of action.
- In collaboration with the Portfolio Manager implement and take joint accountability for the service response to the Momentum Corporation Operational business strategy.
- Contribute and ensure compliance to 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.
- Adopt a culture of accountability for personal, regional and cross regional queue management to ensure full turn-around time of quality control items is maintained.
- Understand impact of quality effort to overall client experience.
- Take full accountability for personal management of own service standard delivery.
- Build strong relationships through providing consistent and accurate concise recommendation/feedback, expressing positive expectations to improve overall high quality client service experience.
- Exceed client expectation by adopting a cross regional team culture.
- 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.
- 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.
- Check and verify all operational processes and client interactions timeously and accurately to avoid re-works and late processing penalties.
- Adopt a culture of excellence ensuring zero defects / errors in overall client experience from Momentum Corporate operational teams.
