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 A National Senior Certificate is essential A business-related diploma or degree is advantageous 3 - 5 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices is essential 2 - 3 Years leadership experience is essential Previous working experience in the medical scheme industry with sound knowledge of the Medical Schemes Act and regulations is essential Language proficiency in English is essential and IsiXhosa advantageous Microsoft 365 proficiency is essential 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 team\u2019s delivery on Service Level Agreements made with clients. Manage, monitor and control the team\u2019s execution of client requests, concerns and queries. Act as an escalation point to the team in addressing and resolving client queries. Ensure the team’s adherence to correct procedures and protocols 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. Ensure that the team outputs are aligned to business objectives. 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. Ensure satisfactory resolution of all queries and problems escalated. Developing and renewing best practice guidelines and procedures concerning client service. Implementation of mechanisms to improve client service Planning and implementing after-sales service and damage control interventions to ensure client satisfaction. 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. Manage individual performance and provide appropriate training interventions where necessary. Ensuring operational efficiency within the department. Ensure that staff members are aware of their individual responsibilities, measurement and targets. 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. #J-18808-Ljbffr