Team Leader: Correspondence

Job Description

As a Team Leader in the Correspondence Management Department at Momentum Metropolitan Holdings, you will oversee a team of Contextualising Clerks, ensuring seamless operations and adherence to service level agreements (SLAs). Your leadership will drive efficiency, foster a culture of excellence, and maintain high standards in correspondence processing. This role requires strong analytical skills, a commitment to service quality, and the ability to manage performance effectively in a dynamic environment.

Requirements

• Grade 12/Matric/Equivalent
• Tertiary qualification (advantageous)
• 3 - 5 years leadership experience, preferably in a correspondence or document management or similar environment
• Previous leadership experience in an operational role (advantageous)
• Proven analytical and problem-solving skills
• Sound knowledge of monitoring and work control methodologies
• Sound knowledge of trending and reporting
• Sound knowledge of process improvement and innovative problem-solving techniques
• Sound understanding, interpretation, and application of Scheme rules and service level agreements
• Solid working knowledge of computer packages i.e. Word, Excel

Responsibilities

• Ensure overall adherence to all internal and external SLAs, CMS Business Unit Specific Business processes, and mandates
• Distribute correspondence daily to Contextualising Clerks for action within the SLA
• Generate daily, weekly, and monthly performance reports
• Review statistics daily, weekly/monthly, and follow up with each direct report
• Motivate and encourage good performance according to agreed goals and objectives
• Discuss poor performance with relevant Contextualising Clerks, agree on remedial steps, and ensure implementation and follow-up
• Take corrective action on non-performance and behavior influencing work negatively
• Conduct monthly review and performance appraisal sessions
• Hold regular dialogues with direct reports, aligned to Performance Excellence principles
• Respond to and resolve problematic queries and concerns from internal parties and external stakeholders
• Assist and upskill Contextualising Clerks with difficult queries to ensure service excellence
• Investigate and resolve system errors by liaising with IT and submitting necessary IT requests
• Ensure implementation of new processes or enhancements
• Ensure employee adherence to all Momentum Metropolitan policies and procedures
• Arrange regular meetings with employees and provide continuous feedback to management
• Keep employees informed of changes within the business or amendments to SLAs
• Build and maintain relationships with clients and internal and external stakeholders
• Deliver on service level agreements to manage client expectations
• Make recommendations to improve client service and fair treatment of clients
• Participate in a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service
• Monitor turnaround times and quality standards, resolving issues to enhance client service delivery
• Drive client service delivery goal achievement in line with predefined standards
• Manage client query processes, ensuring queries are tracked, resolved, and used to improve service and processes
• Create a positive work climate to energize employees, minimize disruption, and maximize productivity
• Demonstrate exemplary leadership behavior through commitment and dedication to organizational values
• Select and recruit talent in line with Employment Equity principles and MMI values
• Drive a culture of continuous learning, improvement, and cohesiveness
• Execute effective workforce planning to forecast staffing requirements
• Identify employee growth and development needs and schedule interventions
• Manage performance within the team to achieve business objectives
• Encourage innovation, change agility, and collaboration within the team
• Control and check expense claims for authorization
• Prepare and check invoices and arrange for payments
• Identify solutions 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