Manager: Call Centre at Sanlam Group

What will you do?

Job Purpose 

• The Client Services Manager will contribute to the high standard of quality client service to both financial intermediaries and clients and will take ownership of the day-to-day management of the teams in the centre.
• The role requires strong relationship building and team management skills as well as knowledge of call centre management.

Key Outcomes

The following outcomes will be expected to be achieved by the Client Services Manager:

• Ensure excellent client service
• Implemented servicing journeys that will lead to better outcomes for intermediaries  
• Client liaison and resolving escalated queries and complaints received
• Delivering on contracted SLA’s.

Managerial Functions

• Recruitment
• Performance Management 
• General people practices

Training & Development

• Contracting with the Training and Development team
• Maintaining and managing quality standards across both calls and emails  

Leadership

• Understanding of the Communication Centre strategy and impact on the team
• Influencing staff to achieve the Communication Centre’s strategic objectives

Problem-solving

• Assist with advice & guidelines for technical/ complex enquiries
• Provide data and information on nature and number of problem cases and team performance

Administration & Communication

• Compiling management information
• Capacity planning & workforce management for the Call Centre 

Decision Making

• Prioritisation / delegation of work
• Managing change and the impact on the team

Qualifications and Experience

• Grade 12/ Matric
• At least 3 years proven management experience 
• Relevant financial qualification will be a recommendation 
• Strong numerical skills combined with advanced Excel skills
• Knowledge of Absa products and processes will be an advantage 
• Completed Regulatory Exams

Competencies

• Treating Customers Fairly
• Contributing to Team Success
• Leadership
• Coaching for Performance
• Decision Making Skills
• Communication Skills – Written & Verbal 
• Information Monitoring
• Analytical Skills
• Relationship Building Skills
• Attention to Detail
• Client Focus
• Cultivates Innovation
• Collaborates
• Being Resilient
• Drive Results

Attributes

• Positive, enthusiastic attitude 
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to lead change

What will make you successful in this role?

Qualification and Experience

• Degree or Diploma with 8 plus years related experience.