Business related degree (preferred) or recognition of prior learning
5 - 7 years' client service experience in the financial services industry
Minimum 5 years managerial experience
Duties & Responsibilities
Responsibilities and work outputs
Manage quality control team to deliver obsessive service excellence.
Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process.
Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
Manage the implementation of operating procedures and quality service standards related to the applicable client service solution.
Monitor and evaluate operational processes for quality and effectiveness in collaboration with regional operational managers making adjustments as required.
Manage a comprehensive quality control function, ensuring timeous and accurate service delivery.
Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure same-day turn around and service level agreements are consistently maintain.
Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance are upheld through the quality control environment.
Deliver meaningful and relevant monthly reporting on regional quality control issues and trends to allow for accurate action by operational teams for relevant HR actions, up-skilling and development of operational service consultants.
Speed and Quality of service delivery to allow client obsession centric service
Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.
Adopt a culture of accountability for regional and cross regional queue management to ensure full turn-around time of quality control items is maintained.
Take full accountability and responsibility for regional management of service standards delivered tointernal and external stakeholders.
Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage same-day turn-around and service level agreement expectations.
Effectively manage performance within the team in order to ensure business objectives are achieved at all times.
Adopt a culture of teamwork and high performance culture by boosting cross regional quality control assistance ensuring overall regional turn-around times and service level agreements are maintained together with high quality output from all quality control teams.
Manage budget and implement sound financial controls.
Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
Take accountability to ensure quality controllers check and verify operational processes and client interactions timeously and accurately to avoid re-works and late processing penalties.
Report and provide feedback on the effectiveness of financial policy, practice and procedures preventing illegal, unethical or improper conduct.
Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings Competencies.
20 Initiatives to Boost Employee EngagementAre you struggling with improving employee engagement at work? This article covers everything from better communication to building a strong workplace culture.
30 Common Interview Mistakes to AvoidThis piece examines 30 of the most common mistakes applicants make at interviews, so you know how to better avoid them.
Gmail
Yahoomail