Team Manager: Member Services

Job Advert Summary

Overall Job Purpose

A people and operations management role, reporting to the Head: Client Services, accountable for leading the Member Services team within the evolving Group Servicing operating model. The role is responsible for the day-to-day performance of inbound and written servicing channels, effective resource planning, service quality, first-contact resolution and continuous improvement across member-facing interactions. The incumbent will enable a multiskilled, digitally supported servicing environment that improves ease of doing business, reduces hand-offs, supports consistent service standards and strengthens the member experience across Life, Investments and Short-Term Insurance where applicable. The role also supports transformation, change adoption, knowledge management, workforce management, AI-assisted servicing and operational governance to ensure sustainable service delivery and future-ready capability.

Minimum Requirements

Education:

• Bachelor’s degree in business administration, operations management, commerce, financial services or a related field.
• A leadership, contact centre, customer experience, operations or management qualification will be advantageous.

Experience:

• 2–3 years’ people management experience in a contact centre, servicing, operations or customer experience environment.
• Proven experience managing service delivery across voice, email and digital channels, preferably in financial services, insurance, investments or banking.
• Experience in performance management, coaching, resource planning, quality assurance, complaints trend analysis and operational reporting.
• Exposure to workforce management, omnichannel platforms, CRM/case management, knowledge management, AI-assisted servicing or digital self-service tools will be advantageous.
• Experience supporting change initiatives, process improvement, service transformation or multiskilling programmes will be advantageous.

Knowledge and Skills:

• Strong leadership, coaching and performance management skills.
• Strong written and verbal communication skills, with the ability to engage employees, members and stakeholders professionally.
• Good understanding of contact centre operations, service levels, quality assurance, first-contact resolution, turnaround times and customer experience metrics.
• Analytical and problem-solving ability, including the ability to interpret operational data, identify trends and recommend improvement actions.
• Strong stakeholder management and collaboration skills across operational, specialist, technology, compliance and support teams.
• Service-driven mindset with a strong focus on accuracy, quality, risk awareness and member outcomes.
• Digital literacy and willingness to adopt AI, automation, knowledge tools, dashboards and omnichannel servicing technologies.
• Ability to operate in a changing environment and support teams through transformation, new processes and evolving service models.

Competencies:

• People leadership and coaching.
• Customer and member centricity.
• Operational execution and accountability.
• Analytical thinking and problem solving.
• Change leadership and adaptability.
• Collaboration and stakeholder influence.
• Commercial and operational acumen.

Duties and Responsibilities

Key Accountabilities

People Leadership and Capability Development

• Provide day-to-day leadership to the Member Services team by setting clear objectives, managing performance, coaching employees, providing regular feedback and ensuring accountability for service delivery outcomes.
• Build a high-performance, member-centric team culture that supports ownership, collaboration, agility, continuous learning and readiness for Group Servicing transformation.
• Drive multiskilling, cross-product awareness and capability development so consultants can resolve high-volume, standardised requests more consistently and reduce unnecessary hand-offs.
• Support structured training, accreditation, refresher learning and adoption of knowledge tools, AI agent assist and digital servicing platforms.
• Conduct effective resource planning using workforce management principles and data to optimise staffing, scheduling, adherence and productivity across hybrid, voice, email, WhatsApp and digital channels.

Member Experience, Service Delivery and Operational Performance

• Manage the team’s daily operational performance against service levels, turnaround times, queue volumes, quality standards, productivity targets and escalation requirements.
• Ensure elevated levels of member experience across the member journey by promoting first-contact resolution, accurate servicing, professional communication and consistent omnichannel delivery.
• Oversee service interactions across calls, emails, chat, WhatsApp and digital channels, ensuring appropriate triage, routing, case creation and follow-through.
• Monitor and analyse operational statistics, including call and email volumes, service levels, waiting times, abandonment, turnaround times, quality outcomes, complaints trends and member feedback.
• Use insights from reporting, quality assurance and member feedback to identify root causes, improve processes and strengthen service standards.

Group Servicing Transformation, Process Improvement and Digital Enablement

• Support the implementation of the Group Servicing model by embedding standardised workflows, service catalogue principles, escalation protocols and consistent operating practices.
• Champion adoption of digital and AI-enabled servicing tools, including knowledge management, Copilot or agent assist capability, automated notes, summarisation, process guidance, routing and analytics.
• Drive initiatives that improve data quality, self-service adoption, workflow efficiency, channel utilisation and reduction of repeat or avoidable contacts.
• Contribute to process mapping, SOP refinement, work instruction quality, knowledge-base maturity and continuous improvement initiatives that support scalable servicing.
• Promote change adoption through team engagement, readiness activities, feedback loops, coaching and reinforcement of new servicing behaviours.

Stakeholder Management and Collaboration

• Build and maintain effective relationships with internal stakeholders, specialist servicing teams, operations, quality assurance, workforce management, technology, complaints, compliance and other business partners.
• Collaborate with Level 2 specialist teams to ensure clear escalation paths, timely feedback, knowledge transfer and resolution of complex or regulated queries.
• Ensure member communications are accurate, relevant, complete and aligned to approved servicing standards and regulatory expectations.
• Represent operational needs and team feedback in forums relating to service performance, process improvement, technology enablement and transformation readiness.

Risk, Compliance, Governance and Reporting

• Ensure the team operates within approved policies, procedures, compliance requirements, data privacy standards and quality controls.
• Attend to audit, compliance, operational risk and quality assurance requirements, ensuring corrective actions are tracked and embedded.
• Prepare and contribute to operational reports that highlight performance, risks, trends, complaints, service opportunities, capacity constraints and improvement actions.
• Maintain dashboard discipline and support automation or real-time reporting to improve visibility of service performance and decision-making.
• Support governance routines for service catalogue ownership, SLA management, escalation trends, benefit tracking and continuous improvement.