Operations Consultant - Johannesburg
PPS Recruitment
Job Advert Summary The consultant will provide administrative, client and membership services within Intermediary Services and across the Life Operations business. The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client. Will work in shifts that will be rotated amongst the team weekly (between 7am & 7pm weekdays and on Saturdays). There is a possibility that these might change in the future depending on growth and the need in the business. Minimum Requirements Education: Matric. A 3-year tertiary qualification (Degree/Btech) with relevance business orientation Experience: 2 working experience in call centre AND back-office processing is a clear advantage. Experience in the client service environment, advantageous Knowledge and Skills: The consultant is to be a highly self-motivated individual with strong relationship managing, leadership and communication skills. Relationship management skills. Good business acumen. Can-do attitude while challenging convention. Knowledge of customer experience techniques. Knowledge of Financial institutions (advantageous). FAIS and FICA knowledge (advantageous) Competencies: Able to thrive under constant pressure. Accuracy and attention to detail for all relevant work types. Ability to organise and prioritise. Team player. To act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver on our client experience principles. Competent writing and communication skills. Proactive thinking. Client Centricity. Results Driven. Able to motivate and inspire colleagues to achieve more Duties and Responsibilities Key Accountabilities: The consultant will provide services (administrative and membership services) across the client sets. Information needs to be provided in accordance with legislative requirements. The purpose is to provide an exceptional telephonic service and online navigation for our clients and deliver against our client service principles. Responsibilities may include proactive contact with the clients or potential clients (membership). The consultant will also help to build and manage the daily operations of the business – processes, systems and projects. This will include developing internal controls for the business, testing and administration of the various systems, and running the operations of the business smoothly to ensure that clients are serviced in the PPS way. Respond to Customer needs: Engage and respond to customer’s contacts professionally regardless of channel. Take ownership of customer requests from receipt to conclusion. Identify and escalate issues to supervisors. Provide product and service information to all customers. Research required information using available resources. Research, identify, and resolve customer complaints using applicable software. Route calls to appropriate people where required. Document all requests according to standard operating procedures. Follow up customer calls where necessary. Complete call logs and reports. To take ownership of service level standards and ensure they are reached consistently. In addition to their regular duties of answering customers basic questions, an Operations Consultant is responsible for handling complaints that are too complex to be handled by junior employees. Assist Management and Support Team: Agree duties with team members in order to achieve operational targets including prioritization and work schedules. Responsible for enforcing PPS’s training and development program. They may also be assigned a junior employee to mentor. To execute and updated policies and procedures related to service delivery in Operations and between other areas. Build and maintain relationships with relevant stakeholders Keep Track of Customer Trends: An Operations Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the technical specialist and product development team. Identify process and procedure improvements and make recommendations to streamline and simplify processes. Escalate systems failures to the appropriate support team in order for the team to stay productive and process these failed cases when fixes are implemented. Recognize, document, and alert the management team of trends in customer calls Maintain Product Expertise: In order to answer member/intermediary complaints and questions, an Operations Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.
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