Manager: Customer Service - Umhlanga at Absa Group Limited (Absa)

Job Summary

• 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)