Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise the possibilities on our continent and beyond.
Read more about this company
To plan, manage and monitor the implementation of customer service activities and processes in order to deliver on approved operational plans in an effective and efficient manner.
Job Description
Management of the assigned area: Allocate duties, workflow management and query resolution to team leaders in order to achieve operational targets including prioritisation and work schedules.
Reporting on internal and external SLA and TAT with the manager and address any process failures specific to the area.
Team management: Planning resources for optimisation, including leave request, resignations and access control.
Manage talent and succession planning and performing mentoring and coaching when required.
Cost / Financial management: Monitor expenses and ensure unit remains within the budget.
Review cost allocation on a monthly basis and investigate items not correctly charged to the department.
Risk Management: Ensure all regulatory requirements are adhered to.
Ensure the process, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team.
Solutioning & Advisory: Provide ongoing support to senior advisors in driving business development and subsequently business targets through monitoring and identifying opportunities within the portfolio (cross selling and up-selling)
Client Engagement: On a regular basis engage with clients around current product requirements and future product requirements to ensure client expectations are met and ultimately value created for business and client
Risk and Control: Ensure that all risk and control requirements relating to the portfolio are met and/or implemented as required
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Gmail
Yahoomail