Associate Manager - GEC Blended/Outbound at Association of International Certified Professional Accountants

About the Role:

• You will lead member and student service delivery in our Contact Center, offering technical support, membership, retention, progression, and engagement activities. You will help deliver accurate, multichannel service while improving customer experience, operational performance, and member value.
• You will report to the Senior Manager - Global Engagement Centre and use a hybrid work schedule.
• Work Pattern: For the 6-week training period, you will be in-office every day. Thereafter, you will use a 2+3 hybrid work schedule, with at least two days a week in our Johannesburg office.
• Invest in your future with development opportunities to help you build expertise and grow your career.
• Join a collaborative team where achievements are recognised and leaders are committed to helping you succeed.
• Make an impact! Help members and students achieve their professional goals and shaping the future of the accounting and finance profession.
• Enjoy variety and global exposure in a contact centre environment where no two days are the same and you'll engage with members and students from around the world.
• Have your voice heard by providing feedback on member experiences and contributing directly to service improvements across the business.
• Unlock future career opportunities with a clear pathway for progression. Each year, between 20% and 25% of our GEC Advisors move into new roles, either within the GEC or across the Association.

You Will:

• Lead inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.
• Deliver accurate, professional responses and resolve member, student, prospect, or customer needs.
• Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.
• Developing and coach team members and allocate resources across channels and priorities where applicable.
• Handle escalations, identify causes, and partner with other teams to improve end-to-end customer journeys.
• Maintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.
• Support campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.
• Use data, feedback, technology, and process improvement to strengthen service efficiency and experience.

You Have:

• 4+ years of experience in a customer service or call centre environment.
• 3+ years experience of people management and leadership responsibilties
• Experience achieving target-based sales

How We Support You:

• We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.
• We offer benefit options in and out of the workplace, including healthcare, annual leave, parental leave, an employee assistance program. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognise that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.
• We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.