Job Description

Closing Date 2024/04/16
Reference Number MMH240408-4
Enquiries siphosihle.hobana@metropolitan.co.za
Job Title Client Service Manager - Queenstown
Position Type Permanent
Role Family Client Services
Cluster Metropolitan Life
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Eastern Cape
Location - Town / City Queenstown
IntroductionMetropolitan is one of the oldest financial services brands in South Africa. With a 125-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.Visit us at:
Role PurposeManage 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.
RequirementsQualifications

• Diploma in business management
• FAIS related qualification or Regulatory Exam (preferred)

Duties & Responsibilities

• 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

• 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.)

PolicyWe are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan