Operations Consultant (Internal Control) at PPS

Job Advert Summary    

• The consultant will provide service and assistance to the Intermediary Services across the Life Operations business units.
• 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. To work extended hours on the 15th and last working day of the month. There is a possibility that these might change in the future depending on growth and the need in the business.
• A member of the back-office operations team reporting to the Manger Intermediary Services. This role will be responsible for providing a professional service to PPS members and associated parties. Customer/Intermediary interaction via all available contact channels will be part of this individual responsibilities.

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:

• Relationship management skills.
• A good business acumen.
• Can-do attitude while challenging convention.
• Knowledge of Financial institutions (advantageous).
• FAIS, POCA 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.

Duties and Responsibilities    
Internal Control

• Screen members to prevent violation of POCA.
• To provide the Claims department with adequate information regarding investigated cases that will enable the assessors or requester to assess the claim and pay valid claims.
• The consultant will need to provide intermediary services across the client sets.
• Information needs to be provided in accordance with legislative requirements.
• The purpose is to provide an exceptional administrative service and support. Responsibilities may include working in all the units under Intermediary Services. The consultant is to be a highly self-motivated individual with strong relationship managing and communication skills.
• Add in measures to Reduce escalations.
• Production Support/Technical errors.
• Distribute knowledgeable training/coaching material to the group.
• 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.

Assist Management and Support Team  

• Agree duties with team members to achieve operational targets including prioritization and work schedules.
• To stand in for the Team Leader or Manager.
• Responsible for enforcing PPS’s training and development program. They may also be assigned a junior employee to mentor.
• To execute policies and procedures related to service delivery in Operations and between other areas.
• Build and maintain relationships with relevant stakeholders.
• Reduce step backs and review processes to reduce processing time within the entire value chain.
• Complete call logs and reports
• To take ownership of service level standards and ensure they are reached consistently.
• Process Financial Assessments and ensure the figures are accurate.
• Ensure high risk member are validated and investigated accurately.
• Prepare monthly savings report.
• To request medical records from Medical Schemes
• Due diligence process to be adhered to.

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.

Data & Reporting

• Must be able to formulate data extracts and analysis to detect invalid claims and create data intelligence ability to ensure preventative management of claims investigations.
• Do research on best practices and new trends in the industry.
• Conduct audits and fraud risk assessments where necessary, report findings or deviations and assist in implementing recommended controls.
• Preparing comprehensive audit and forensic reports, as may be required to make regarding action to be taken regarding the investigation.
• Prepare reports for different departments or upper management.
• 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 product development team.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes.
• Escalate systems failures to the appropriate support team for the team to stay productive.
• Recognize, document, and alert the management team of trends in customer calls.

Closing Date    
2023/05/12