Afrique du Sud

Ca Global recruits 01 Client Services Manager

Ca Global recruits 01 Client Services Manager

Client Services Manager – (Banking / Insurance / Financial Services) – Cpt
Cape Town, Gauteng
REFERENCE: THJ
Responsibilities:
To manage and lead call centre agents to enable them to achieve their deliverables in line with the Group’s strategy.
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 Group’s 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.
Contribute to a culture conducive to the achievement of transformation goals by participating in the Group’s Culture building initiatives (e.g. staff surveys etc).
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 risk.
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. Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
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 Group’s 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.
Requirements: Qualification and Skill
Matric / Grade 12 / National Senior Certificate
Advanced Diplomas/National 1st Degrees
Certificate: Call Centre, Diploma: Call Centre
Minimum 5 years of experience managing a call centre team within the asset management industry, coupled with relevant investment product knowledge on pension/preservation funds, retirement annuities and endowments is essential
Please apply directly, by clicking on the Apply Button above and visit our website www.banking-recruitment-jobs.com for more exciting opportunities and visit www.caglobalint.com for the latest CA Global jobs.
Thania Jaffer
Executive Recruiter: Insurance, Risk & Healthcare
CA Global Finance
If you have not had any response in two weeks, please consider your application unsuccessful however your CV will be kept on our database for any other suitable positions.

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