Mpho Mongae

Lead a contact centre team responsible for member engagement, pension administration support, and operational service delivery.

Leadership & Workforce Management

• Manage the daily operations and workforce planning of the contact centre
• Lead, coach, and develop a team of service consultants to maintain high productivity and service quality.
• Conduct performance reviews and implement targeted coaching initiatives to improve employee capability.
• Identify skills gaps and implement training and development interventions.

HR Operations & Talent Development

• Collaborate with HR on recruitment, onboarding, and learnership training programmes.
• Facilitate workplace learning initiatives and structured onboarding processes.
• Support employee development through mentoring and performance coaching.

Workforce Performance Analytics

• Monitor operational metrics including service levels, quality scores, and employee productivity.
• Analyse performance data to identify trends, training needs, and improvement opportunities.
• Maintain operational reporting dashboards and performance statistics.

Governance & Compliance

• Ensure operational compliance with Fund Rules, internal policies, and regulatory requirements.
• Generate monthly Key Risk Indicator (KRI) reports for risk and compliance monitoring.
• Escalate operational risks and ensure adherence to internal governance standards.

Stakeholder Management

• Manage complex member queries and escalated complaints.
• Liaise with internal departments including HR, IT, compliance, and fund administrators to resolve operational issues.

• Answer inbound calls at a branch
• Calculate various pension estimates and provide pre-retirement counseling for members
• Update member and pensioner personal detail changes accurately on the system
• Load the notification of deaths and send the correct application forms for the request for payment of benefits.
• Process inquiries on pension applications and request relevant documentation from applicants.
• Generate and send duplicate letters, Tax certificates, pay slips, etc.
• Provide general information related to membership, benefits, and fund options.
• Process allocated workflow tasks.
• Respond efficiently, accurately, and courteously to all customer service matters, complaints, requests, and other fund-related inquiries from stakeholders.

• Answer and screen all inbound calls.
• Update member and pensioner personal detail changes accurately on the system
• Load the notification of deaths and send the correct application forms for the request for payment of benefits.
• Process inquiries on pension applications, and request relevant documentation from applicants.
• Generate and send duplicate letters, Tax certificates, pay slips, etc.
• Provide general information related to membership, benefits, and fund options.
• Process workflow tasks.
• Respond efficiently, accurately, and courteously to all customer service matters, complaints, requests, and other fund-related inquiries from stakeholders.