Customer Service Team Manager – Financial Services - South Africa

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 Areas

• Manage, coordinate and track the Customer Service team activities in order to achieve agreed plans, targets and objectives
• Scheduling 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
• Analyses MI, process effectiveness in order to make recommendations 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 the effectiveness of governance, quality, risk and compliance standards to ensure activities and decisions are aligned to 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
• Builds relationships with key stakeholders in order to effectively resolve cross functional issues, share best practice and identify and implement efficiency to meet company goals

• 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