Operations Consultant

PPS; Johannesburg; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading financial institution is seeking a consultant to provide intermediary services across the Life Operations business. This role focuses on creating a personalized client experience, involving administrative tasks, client engagement, and process management. Ideal candidates should have a relevant degree and proven experience in a client service environment, showcasing strong relationship management skills.

Qualifications

• Matric and a relevant tertiary qualification are required.
• 2+ years in a call center and experience in client service are advantageous.
• Self-motivated and strong team player skills noted.

Responsibilities

• Provide administrative and marketing intermediary services.
• Ensure compliance with legislative requirements.
• Deliver exceptional client service and manage daily operations.

Skills

Relationship management

Communication

Business acumen

Problem-solving

Customer experience techniques

Education

Matric

3-year tertiary qualification (Degree/BTech) relevant to business

Job description

Job Description

The consultant will provide intermediary services, including administrative and marketing support, across the Life Operations business. The role aims to create a client experience that feels convenient, effortless, and personal, tailored to each client.

Work shifts will rotate weekly among the team, between 7am and 7pm on weekdays and on Saturdays. These hours may change in the future depending on business growth and needs.

Requirements

Education

• Matric
• A 3-year tertiary qualification (Degree/BTech) relevant to business

Experience

• 2+ years in a call center and back-office processing is advantageous
• Experience in client service environments is beneficial

Knowledge and Skills

• Self-motivated with strong relationship management and communication skills
• Relationship management skills
• Good business acumen
• Can-do attitude, challenging conventions
• Knowledge of customer experience techniques
• Knowledge of financial institutions (advantageous)
• FAIS and FICA knowledge (advantageous)

Competencies

• Ability to perform under constant pressure
• Accuracy and attention to detail
• Organizational and prioritization skills
• Team player
• Integrity and customer-centric approach
• Strong communication skills
• Proactive thinking
• Client centricity
• Results-driven

Duties and Responsibilities

Key Accountabilities

• Provide administrative and marketing intermediary services
• Ensure information complies with legislative requirements
• Deliver exceptional telephonic and online client service
• Proactively contact clients or leads
• Manage daily operations, including processes, systems, and projects

Respond to Customer Needs

• Engage professionally across channels
• Own customer requests from start to finish
• Escalate issues as needed
• Provide product and service information
• Research and resolve complaints
• Route calls appropriately
• Document interactions
• Follow up on calls
• Maintain service level standards
• Handle complex complaints beyond junior staff capabilities

Assist Management and Support Team

• Coordinate with team members to meet targets
• Mentor junior employees if assigned
• Implement policies and procedures
• Build stakeholder relationships

Track Customer Trends

• Use software to document interactions and identify trends
• Recommend process improvements
• Report system failures and customer call trends

Maintain Product Expertise

• Master product features and benefits to address customer queries and complaints