Regional Coordinator at Momentum

About the job
Oversee customer services walk-in centre team to ensure efficient and effective service delivery

Requirements:

• Matric qualification.
• A degree in Client Service; Business Management or Marketing
• 3 years Financial Services experience.
• 2 years managerial experience (preferred).
• Knowledge of medical schemes industry will be an added advantage.
• Ability to work after hours.
• Ability to travel and in possession of a valid code 08 driver's license.

Responsibilities and work outputs

• Induct, teach, coach, mentor, and supervise branch staff to meet and exceed performance standards and enable progression in their career path.
• Recruit, select and retain high quality branch staff to build capability to meet current and future staffing needs in accordance with member visitation patterns.
• Ensure the Branch meets and exceeds Voice of Customer (VOC), productivity and quality targets.
• Adhere to high ethical standards and ensure branch staff comply with SOP's and regulations.
• Timeously complete all administrative and reporting duties, including staff engagements.
• Continuously monitor turnaround times, quality standards and resolve issues speedily to enhance and deliver superior customer experience.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Build and maintain relationships with clients and internal and external stakeholders.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Encourage innovation, change agility and collaboration within the team.

Competencies required

• Ability to work under pressure while being client centric at all times.
• Assertive with good Communication skills and the ability to access and use information.
• Ability to be creative, Innovative and a problem solver with a collaboration and inclusiveness.
• Self-management and results driven behaviour with attention to details and high level of accuracy.

Additional Information

Shortlisted candidates will be subjected to the following statutory checks:

ITC
Criminal
Qualifications & Character reference