Operations Consultant

Role: Operations Consultant

Providing effective customer service with the purpose of retaining customers and building strong
customer relationships. Focus on understanding customer needs and providing a fit for purpose solution
whilst meeting various KPI's. Focus on growth of brand and process alternative solutions to meet
customer needs.

RESPONSIBILITIES
Customer Service
Respond professionally to client complaints and queries within agreed timeframes to ensure customer
satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide a quality
service to customers, both via telephone and email.

Customer Needs Clarification
Determine customer’s core need, in an effort to meet their expectations from a customer and product
offering point of view. Conducting needs analyses to identify most appropriate product offerings
(upselling). Accurately identify the origin and reason for policy cancellations and apply effective and
relative retention strategies and tools in order to retain customers.

Administration
Effectively complete and keep up to date all required administration and accurately and
comprehensively capture data of customer information across relative systems to safeguard against risk
with a high degree of attention to detail and quality.

Operational Compliance
Develop knowledge and understanding of the organization's policies and procedures and of relevant
regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain
authorization when required from a supervisor or manager for any exceptions from mandatory
procedure. Comply with service level agreements and internal procedures in order to ensure cohesive
relationships and timeous service delivery.

Performance Management

Prioritize own workflow and ensure work is completed to the required standards of productivity, quality
and timeliness; use performance management systems to improve personal performance and KPI's.

Personal Capability Building
Keep abreast with current changes in internal policies and procedures. Develop capabilities by
participating in assessment and development planning activities as well as formal and informal training
and coaching; gain or maintain external professional accreditation where relevant to improve
performance and fulfill personal potential. Maintain an understanding of relevant technology, external
regulation, and industry best practices through ongoing education, attending conferences, and reading
specialist media.

BEHAVIORAL COMPETENCIES
Customer focus
Builds strong customer relationships and delivers customer- centric solutions. For example, keeps in
contact with customers to ensure problems are resolved, or to improve customer service. Studies
customer feedback and emerging customer needs and uses these to determine some creative new
ideas.
Ensures accountability
Holds self and others accountable to meet commitments. For example, tracks performance and strives
to remain effective, learning from both successes and failures. Readily takes on challenges or difficult
tasks and has reputation for delivering on commitments.
Manages complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve
problems. For example, looks at complex issues from multiple angles; explores issues to uncover
underlying issues and root causes; sees the main consequences and implications of different options.
Communicates effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique
needs of different audiences. For example, listens attentively and takes an interest. Keeps others well
informed; conveys information clearly, concisely, and professionally when speaking or writing.
Persuades

Uses compelling arguments to gain the support and commitment of others. For example, convinces
others through a variety of means and methods of persuasion, including well- reasoned rationale.
Recognizes when compromise is necessary and shifts approach to accommodate others.
Being resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and
professional in difficult situations; continues to work toward objectives. Overcomes obstacles without
becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.
Manages conflict
Handles conflict situations effectively, with a minimum of noise. For example, takes a positive approach
to conflicts; helps dispel tension; seeks guidance and feedback on managing conflict; delivers
controversial viewpoints candidly and sensitively; does not take arguments personally.
Verbal Communication
Use clear and effective verbal communications skills and provide technical guidance when required on
expressing ideas, requesting actions and formulating plans or policies.

Computer skills
Support business processes by understanding and effectively using standard office equipment and
standard software packages, while providing technical guidance as needed.
OUTLOOK - BASIC, EMC-INTERMEDIATE, IEX- BASIC, POM - INTERMEDIATE, EXCEL - BASIC, MICROSOFT
TEAMS – BASIC

Commercial Acumen

Apply understanding of the business environment and objectives to develop solutions and provide

technical assistance when necessary.
Customer and Market Analysis
Conduct research and analyzes data with guidance in order to develop a comprehensive understanding
of customer profile and market that enables maximum return on investments.
Action Planning and Work Scheduling
Develop appropriate plans or perform necessary actions based on recommendations and requirements
under supervision.

Writing skills
Uses clear and effective writing skills without supervision and provides technical guidance when
required on expressing ideas, requesting actions and formulating plans or policies.

General Education
Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
RE 5
STI Qualification (Advantageous)
FAIS recognized qualification
Class of Business Certification (Advantageous)

General Experience
1-2 years’ experience in a Service /Collections / Retentions environment
Advantageous: Complaint handling.