Manager Service Delivery Excellence - Johannesburg
PURPOSE OF THE ROLE The SDE Consultant will be responsible for overall delivery of designated client & managing the relationship. RESPONSIBILITIES Grow Relationships: responsible for servicing & retaining the major client assigned to them responsible for identifying enhancements & implementing where approved track SLA delivery and manage accordingly at all levels including ee & er ensure all required information reaches clients & relationship is developed Reduce Unresolved Queries : Stakeholder engagement for client i.e. PFA, FSCA, Other Resolution of escalated queries and/or communicating with client on problem areas Treating stakeholders with care & in line with TCF, POPI & other applicable legislation Effective - Solution Driven. manage delivery and query resolution to avoid complaints/escalations Demonstrate commitment & determination to providing solutions to clients Will be required to perform other functions from time to time Efficient - Delivery Management to be punctual, meetings with internal & external service providers to remain current Costs to be considered, demonstrating most effective methods for servicing client Ensure comprehensive and speedy resolution to client queries Internal & External reporting to be submitted timeously - escalating where necessary NEWSALTEB Brand Professional communication, updating client, well presented & knowledgeable on Fund Annual planner for client and managing expected delivery internally and with client Identify gaps & map possible solutions for client and/or internal processes Improve client experience of SALT EB by streamlining processes & delivery Competencies required: Matric Excel Communication (Written and Verbal) English (Business writing and email etiquette) Stakeholder management (CRM) Industry knowledge and experience Accuracy and attention to detail Judgement and Decision Making Working under pressure And Deadline driven Organizational skills / Planning and prioritizing Interpersonal skills Settings goals Cross team collaboration Innovation Management of time QUALIFICATIONS Relevant BCom, or Bachelors Degree, MBA Preferable 10 years experience in a similar position EB experience Financial Acumen Certified Financial Planner (NQF Level 5) and other professional education requirements RE1 & RE5 qualification Employee Benefit Consulting experience of 10 years essential Excellent command of English 5years experience in the Retirement Fund industry/Employee Benefits Ability to work independently and as a team member Knowledge of other SA Legislation solving skills Excellent communication skills (verbal & written) The incumbent may not be someone previously removed from an office of trust based on misconduct involving dishonesty The incumbent may not hold a criminal record ORGANIZATIONAL VALUES Ensure adherence to all organizational objectives Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy. Use your best endeavours to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company. Any other duties as determined by the business needs and to participate in all organisational events as required.
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