Kwazulu Natal Listings

DMA is expanding its footprint in KZN

DMA provides services to a variety of Life Insurance business including Old Mutual, Momentum, BrightRock and Sanlam. These services include Standard Medical Reports, Short Medical Reports, Resting and Effort ECGs, Specimen Collection and Lung Function Tests. We are currently based in the Western Cape and have an additional branch in the KZN region.

Our services are conducted mainly through our mobile service offering, on-site in our consulting rooms or via concierge service. The incumbents main focus will be supporting our mobile service division, conducting medical assessments at a location convenient to our clients.

The incumbent of this role will be provided with all necessary equipment to conduct the required medical assessments (no equipment required). This opportunity also provides the incumbent with the opportunity enjoy a flexible schedule based on a pay-as-you-work model. 

Please note that this vacancy is only applicable to medical doctors and that remuneration models will be further explored in the exploratory phase of the interview opportunity. 

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations. 

1. 1. People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

1. 2. Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

1. 3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

1. 4. Customer Satisfaction

• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive teams performance on systems and all metrics in accordance to the contractual obligation.

One of our reputable client is looking for your expertise in the following:

Calling clients who owe money from overdue bills

Negotiating payoff deadlines and payment plan

Tracking outstanding debts

Planning course of action to recover owed money

Handling debtors queries and complaints

Recommending solutions

Building trust with debtors

Experience and skills required:

Must have 6 - 12 months debt collection experience

Must be computer literate

Ability to work shifts

Must have a clear credit and criminal record

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

JOB PURPOSE

The purpose of this position is to take overall responsibility for the relevant Business Unit to meet it’s contractual and commercial targets and budgets, whilst ensuring the strategic aims of our People and Customers First are met and advanced in all activity within the Business Unit. In addition, the position is a key member of the Operations Leadership Team, working with other senior leaders to ensure the South African BPO Operations meets its overall contractual, commercial and strategic goals.

KEY PERFORMANCE AREAS

Financial Management

Establishes budgets for the Business Unit

Directs the Business Unit to meet budget and other financial goals

Develops and maintains the Business Unit’s financial/budget plans

Ensures that financial targets and plans are communicated

Distributes and manages the allocation of budgets within the Business Unit with appropriate financial controls

Ensures tracking, monitoring and reporting on the Business Unit’s financial activities

Operational Management

Directs short and long term planning to meet contractual and operational targets and financial budgets

Establishes performance goals across all operations

Directs support areas to allocate resources and assesses utilisation to ensure optimal usage

Directs & monitors support areas to deliver required support services to Operations and where appropriate to the wider Business Unit

Develops, establishes and directs implementation of operating policies and standards in operations, ensuring they are either innovative or aligned to current global best practice

Works with Business Development and Consulting/Transition areas to support the development of new opportunities, whilst ensuring any secured growth activities seamlessly transition from implementation to stable operational delivery

Stakeholder Management

Directs the change control processes across the business unit to mitigate contractual risk

Manages senior business stakeholders through appropriate direct engagement to ensure that all risk and control issues are properly transparent and managed

Chairs relevant Programme and Project Steering Committees as required

Acts as the senior point of entry for escalated client queries and for queries from other stakeholders

Takes personal accountability for ensuring the resolution of complaints directed at the Business Unit operations

People Management

Leadership

Leads by example in living the values of the organisation

Ensures the department is fully equipped to handle the work load and distribute work flow

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

Communicates effectively, building and maintaining relationships

Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

Ensures appropriate staffing and action accordingly

Identifies need for creation of position and forward recommendation to direct manager and HR

Ensures appointments are in line with EE targets / strategy

Selects and places candidates in terms of agreed recruitment and selection process

Retention

Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning

Identifies, manages and develops talent

Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Knowledge

8 years related business experience

Minimum 5 years’ experience in the Contact Centre/BPO industry, including at least 2 years leading an operation of at least 300 seats.