Customer Service Team Manager – Financial Services - South Africa

Job Description

Manage the local Customer Service team ensuring the development and delivery of a high quality and efficient customer service operation that limits reputation damage and meets the needs of the customer in line with business objectives, standards and regulatory requirements.

Key Responsibilities

• Manage, coordinate and track the Customer Service team activities to achieve agreed plans, targets and objectives.
• Schedule resources to meet customer service delivery requirements and service level agreements and actively manage adherence to schedule.
• Address breaches of policy and process with team member to ensure it gets resolved and to eliminate ongoing impact.
• Analyze MI, process effectiveness to recommend and drive process improvements.
• Resolve escalated complaints, issues and problems, which may include further escalation as required, to achieve the best possible outcome for the customer in line with policy and processes.
• Monitor governance, quality, risk and compliance standards to ensure activities and decisions are aligned with risk, legal and regulatory requirements inclusive of regular control self‑assessments.
• Motivate customer service team members to perform at their best by living the values and promoting a results‑focused and harmonious working environment.
• Monitor, coach and develop customer service team members to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.
• Active performance management of operational teams.
• Build relationships with key stakeholders to effectively resolve cross‑functional issues, share best practice and identify and implement efficiency to meet company goals.

Qualifications

• Matric/Grade 12.

Experience Required

• Experience working in a high performance, fast‑paced contact centre/call centre environment.
• Proven experience of customer service in the financial services industry contact centre/call centre environment.
• Experience in managing staff in a contact centre/call centre environment.
• Experience of working in a regulated environment.
• Knowledge of ZA systems, policies and procedures will be an added advantage.

Behavioural Traits Required

• High degree of patience and assertiveness with excellent rapport‑building skills.
• Positively contribute and lead in team activities.
• Takes pride in work, checking own for quality i.e. Lead by example.
• Maintains effective time management.
• Have a positive attitude and the ability to influence and motivate others.
• Effective emotional intelligence (EQ).
• Team player.
• Flexible.
• Self‑Motivated.

#J-18808-Ljbffr