Senior Client Service Consultant at Sanlam Group

Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

What will you do?
This role entails the coordination of the corporate team helpdesk functions as well as providing operational support to the Simeka Health Corporate Team.

Key Responsibilities

Operations Support:

•     Support corporate team with implementation and monitoring of compliance requirements
•     Collate data and prepare monthly compliance and service escalation reports
•     Ensure adherence to procedures and processes that support the company and departmental standards
•     Medical Scheme / Provider Liaison responsible for facilitating training, ensuring compliance turnaround times etc.

Helpdesk Team Support / Coordination:

Reporting

•     Obtaining data from various sources, and prepare monthly reports
•     Coordination and reporting on special projects
•     Pull and examine activity reports from CRM systems and provide feedback to consulting team to ensure service delivery within SLA.
•     Examine CRM reports and liaise with CRM service provider regarding upgrades, systems problems and systems development

Team Supervision
 

•     Staff progress and  performance monitoring, gaps analysis, training and coaching
•     Compliance monitoring, i.e. accreditations and CPD points
•     Supervise and lead a team to exceed customer experience and expectations
•     Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
•     Time management of helpdesk team, 
•     Monitoring of Avaya telephone system and systems reports.
•     Monitoring team turnaround times
•     Ensure all product training/accreditations are up to date for helpdesk team members
•     Overseeing agent ratings 
•     Handling escalations

Helpdesk corporate client engagement

•     Dealing with and resolving escalated queries within SLA
•      Input on helpdesk team client allocation
•     Build a rapport with customers and monitoring of client satisfaction
•     Identify gap to ensure optimal processes for best turnaround times
•     Understanding of and assisting the billing administrator with medial aid schemes and client billings when required

Individual member engagement

•     Assist with drafting of individual member communication
•     Escalated queries for irate individual
•     Overseeing member retention process
•     Assisting with communication to individual members on CRM system / Brokertools

Ad-hoc Helpdesk Responsibilities 

•     Provide advice to members regarding upgrade or downgrade including needs analysis 
•     Streamline application process
•     Take ownership of a customer interaction,  accurately redirect all customers to the correct resource to ensure excellent customer experience
   

Qualification and Experience

• Matric / Grade 12 
• Relevant business degree or diploma or industry recognised qualification on a NQF5 level or higher
• RE 5 certified
• Fully FAIS Compliant 
• Minimum 3 - 5 years Medical Aid / Healthcare  experience within a Team Leader capacity would be advantageous
• Accreditation with Council for Medical Schemes is required.

Knowledge and Skills

• Knowledge of Employee Benefits, Medical Schemes and wider financial services industry and processes 
• Knowledge of industry regulations e.g. POPI and TCF
• Experience in managing teams and customer relationships
• Experience in handling customer complaints
• Proficiency in Microsoft Office (Word, Excel, Outlook)  
• Valid driver’s license and own car

Core Competencies

• Cultivates Innovation by creating new and better ways for the organisation to be successful.
• Client Focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - Rebounding from setbacks and adversity when facing difficult situations.

Behavioural Competencies

• Organisational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics.
• Manages Complexity – Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
• Drives Engagement – Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.
• Business Insight – Applying knowledge of the business and marketplace to advance the organisation’s goals.
• Displays Care – Showing care and consideration to our clients that extends beyond professionalism. 

 
Turnaround time

• The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation

• The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets
• will be considered as part of the selection process.