Confirmations Team Manager - Northern Suburbs (Cape) at Tenacity Financial Services

• To manage the daily activities and driving the performance of the Confirmations team who process customer supporting documentation in order to finalise applications and credit limit increases.  

Manage daily operations:

• Ensure all employees comply with policies and procedures to limit risk to the business and end customer
• Ensure Quality standards are achieved within agreed SLA
• Drive activations in line with budget
• Manage the processing of supporting documentation within the turnaround time commitments to affinities
• Submit all daily queue reports
• Ensure management controls and reporting are in place to provide appropriate visibility of teams performance both at a process and people level

Coaching and mentoring of team:

• Identify training needs and ensure adequate training and coaching takes place
• Weekly coaching sessions conducted with all agents and progress management
• Develop the team through motivation, counselling, coaching, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis

Team Administration:

• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Submit all daily attendance and adherences to workforce management
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll

Team performance, monitoring and reporting:

• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company’s Performance Improvement Policy

Resources & Capacity ( people & systems):

• Ensure that staffing is in line with demand to support turnaround time objectives (effective management of queues and staff adherences)
• Manage staffing forecasts and requirements
• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them

Requirements

• Grade 12
• Minimum of 2 years’ leadership experience
• Minimum of 2 years’ business support experience in a similar role and/or environment
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in leading and managing teams of at least 12 people
• Software: MS Word, MS Excel, MS Outlook, MS PowerPoint