Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

Role Purpose

This position exists within Wellness division based at our office in Centurion. The job incumbent will be responsible for segment growth and product integration across Health Solutions, while promoting the efficient execution of contracts (product excellence, alignment to client objective) and ensuring financial sustainability of the contracts (analysis of costs and ROI).

What you're going to do

• Monitor and evaluate operational processes for quality and effectiveness and make adjustments as required.
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
• Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Monitor operational results and backlogs and make adjustments according to service delivery requirements
• Deliver meaningful and relevant reporting on operations and client services functions and trends as required.
• Review performance target in line with business objectives and realities to ensure optimal performance is maintained.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance within the client services environment.
• Build and maintain relationships with clients and internal and external stakeholders.
• Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional client service.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures preventing illegal, unethical or improper conduct.
• Supervision of a team which includes planning, reporting, attending meetings and rewarding and recognising employee performance

Requirements

• Matric
• Business related Degree. Post graduate qualification would be an added advantage.
• 5 - 10 years leadership experience in the Wellness Industry Extensive experience in client liaison at senior management level
• Extensive experience in the Health and Wellness field, leading teams and developing solutions for client solutions to promote organisations wellness
• Proven contract management skills
• Proven people management experience in a larger corporate client centric environment with the ability to manage performance, identify training gaps and implement measures to enhance quality levels
• The ability to interact with a range of stakeholders in a professional manner , especially senior management and executives
• Excellent written and verbal communication skills
• A high level of interpersonal skills that supports positive relationship building

Competencies required

• A high attention to detail
• Ability to work independently and to function effectively within a team
• Proven leadership skills and experience
• Proven experience in contract management
• Energetic with an ability to learn quickly