Reference Number MMH240503-2
Job Title Broker Team Leader
Position Type Permanent
Role Family Client Services
Cluster Health Solutions
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province KwaZulu-Natal
Location - Town / City Durban, Cornubia
Introduction
Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.
Role Purpose
Lead a team to support clients with requests, queries, escalations and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements.
Requirements
- Business related qualification
- Grade 12 or equivalent
- 3 - 5 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices
- 2 - 3 years management experience
- Exposure to the insurance industry
INTERNAL PROCESS
- Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreement and legislative and compliance requirements.
- Manage, monitor and control the team's delivery on Service Level Agreements made with clients.
- Manage, monitor and control the teams execution of client requests, concerns and queries.
- Act as an escalation point to the team in addressing and resolving client queries.
- Ensure teams adherence to correct procedure and protocol when following up on and attending to queries.
- Analyse the Client Service processes and identify opportunities for improvements; implement improvements within the team.
- Identify and report process and system failures and enhancements to improve client experience.
- Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- 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.
- Effectively manage a team to deliver quality service to clients.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving team cohesiveness and performance.
- Contribute to the financial planning process within area.
- Identify opportunities 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.
- Interacting with People
- Directing People
- Understanding People
- Establishing Rapport
- Showing Composure
- Team Working
- Making Decisions
- Resolving Conflict
