Broker Team Leader MMH261012-10

Momentum; Sandton; On-site; ZAR 420,000 - 680,000; Full time

Job summary

Momentum in Sandton is seeking a skilled Client Service Team Leader to lead a team that supports clients with requests, queries, escalations and documentation in line with service levels and regulatory requirements.

You will manage daily operations, monitor SLA performance, mentor staff and foster strong relationships with clients and stakeholders to ensure exceptional service delivery.

Qualifications

• 3-5 years experience in a call centre or client service environment.
• 2-3 years management experience.
• Exposure to the insurance industry (preferred).

Responsibilities

• Lead and guide the team in resolving client requests, queries and escalations while ensuring compliance with SLAs and regulations.
• Monitor and control team delivery against client SLAs and performance metrics.
• Act as escalation point and provide feedback to improve processes and client experience.
• Develop and maintain standard operating procedures to ensure consistent service delivery.
• Build and maintain relationships with clients and stakeholders and deliver on agreed commitments.

Skills

Customer service

Team leadership

Call centre operations

Job description

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

• 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 (preferred)

Duties and Responsibilities

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 teams delivery on Service Level Agreements made with clients.
• Manage, monitor and control the team&rsquos execution of client requests, concerns and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Ensure 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.

CLIENT

• 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.

PEOPLE

• 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.

FINANCE

• 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.

As an applicant, please verify the legitimacy of this job advert on our company career page.-346021296