Service Team Leader MMH

Service Team Leader MMH
251121-3 – Momentum

Location:

Momentum Centurion, Gauteng, South Africa

The successful incumbent will be responsible for leading a team that supports clients, ensuring all requests, queries, escalations, and documentation are handled in accordance with Service Level Agreements and regulatory compliance.

• Grade 12 or equivalent (Essential).
• Business or industry related qualification (Desirable).
• Relevant product and system training (Desirable).

• 3–5 years in a call centre or client service environment with proven knowledge of customer service principles.
• 2–3 years of management experience.
• Exposure to the health/insurance industry (preferred).

• Relevant business products, processes, systems and procedures.
• Regulatory and compliance requirements.
• MS Office Suite (Word, Excel).

• Manage and guide the team with the resolution and delivery of client requests, queries, escalations, and documentation, providing feedback in accordance with Service Level Agreements and compliance requirements.
• Monitor and control the team's delivery on Service Level Agreements made with clients.
• Act as an escalation point for the team in addressing and resolving client queries.
• Ensure adherence to correct procedures and protocols when following up on and attending to queries.
• Analyze the Client Service processes to identify opportunities for improvement and implement changes within the team.
• Identify and report process and system failures and enhancements to improve client experience.
• Update and maintain relevant standard operating procedures to ensure quality and consistency in service delivery.
• Align team outputs with business objectives.

• Provide authoritative, expert advice to clients and stakeholders.
• Build and maintain relationships with clients and internal/external stakeholders.
• Deliver on service level agreements, managing client expectations.
• Make recommendations to improve client service and fair treatment within the area of responsibility.
• Contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
• Ensure satisfactory resolution of all escalated queries and problems.
• Develop and renew best practice guidelines and procedures concerning client service.
• Implement mechanisms to improve client service.
• Plan and implement after‑sales service and damage control interventions to ensure client satisfaction.

• Effectively manage a team to deliver quality service to clients.
• Develop and maintain productive, collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in professional, industry, and legislative knowledge.
• Contribute to continuous innovation by developing, sharing, and implementing new ideas.
• Take ownership of driving team cohesiveness and performance.
• Manage individual performance and provide appropriate training interventions.
• Ensure operational efficiency within the department.
• Ensure staff members are aware of their individual responsibilities, measurements, and targets.

• Contribute to the financial planning process within the area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources with due respect.
• Provide input into risk identification processes and communicate recommendations appropriately.

• Mid‑Senior level

• Full‑time

• Other