Client Services Manager : Intermediated Segment
15 February 2019
Web Ref : 463
Purpose of the Role: To manage and lead call centre agents to enable them to achieve their deliverables in line with company strategy. Duties and Responsibilities: • Ensure that call centre agents are meeting the requirements and service level agreements of the stakeholders and clients by measuring quality and productivity • Maintain relationships with clients and stakeholders by living the company values • Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list • Participate in the development and implement action plans to address issues raised in culture surveys to improve results • Address issues raised in culture surveys by participating in the development and implementation of action plans • Create a client service culture through various required interventions • Support and encourage staff to participate and support corporate responsibility initiative • Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement • Encourage team to generate innovative ideas and share knowledge • Follow-up on work activities that result from the calls to ensure business processes are followed; resource plans are in place; work is allocated and client requirements are met • Listen to calls to ensure that call centre agents comply to business rules and processes in compliance with legislation • Complete daily; weekly and monthly compliance tools and implement corrective action to ensure that the business is adhering to internal procedures in order to mitigate risks • Manage all queues to ensure that service level agreements are met and client expectations are managed effectively • Resolve issues by making decisions within mandate that meet business requirements and client needs • Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents; providing feedback and identifying and implementing corrective action • Listen to calls to ensure that a quality conversation is conducted by call centre agents to maximise productivity and minimise losses • Adhere to budget by managing and minimising day to day costs e.g. overtime; stationery; telephone • Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required • Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken • Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes • Contribute to team effectiveness by following the recruitment process when recruiting talent • Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes (e.g. rotation) • Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings • Manage the on-boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list Qualifications: • Matric / Grade 12 / National Senior Certificate (Essential) • Certificate: Call Centre, Diploma: Call Centre (Preferred) Skills/Competencies and experience: • Minimum 2-3 yrs banking experience Types of Exposure: • Managing a team of people • Communicating job requirements and performance standards to others • Creating a business plan • Conducting performance appraisal interviews • Conducting performance feedback meetings • Implementing a strategic plan • Checking performance data to measure employee performance • Measuring client satisfaction • Working with clients to solve client problems • Enforcing disciplinary actions against employees • Investigating and reviewing processes to improve client service • Assuming a key leadership role • Coaching and mentoring of others • Recruiting and staffing • Providing constructive feedback to employees • Managing business risks Technical / Professional Knowledge: • Budgeting • Business administration and management • Business principles • Business terms and definitions • Change management • Client service management • Client service principles • Communication Strategies • Consumer behaviour • Diversity management • Employee training/development • Financial Accounting Principles • Governance, Risk and Controls • Operations planning • Organisational systems • Principles of project management • Relevant regulatory knowledge • Service level agreements • Staff resource planning • Strategic planning • Business writing skills Behavioural Competencies: • Earning Trust • Coaching • Customer Focus • Decision Making • Facilitating Change • Driving for Results • Planning and Organizing • Delegation and Empowerment
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