Service Centre Manager at Absa Group Limited (Absa)

Job Summary

• To plan, manage and monitor the operational activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

• Ensure customers are served in accordance with Absa Life SLA’s by consolidating real time, daily, weekly performance and metrics of all service center agents.
• Obtain a thorough understanding of the business unit’s strategy and explain it to team members in such a way that they understand the contribution they have to make and the importance of full end-to-end service provided to our customers.
• Implement productivity improvement measures by coaching staff on any new processes or on their areas of improvement. This can be achieved through ad-hoc training of both systems and product. Regularly “spot check” work in the department to highlight any areas of concern.
• Identify and initiate process changes to enhance, improve or correct faulty or ineffective systems or processes by reviewing processes and using daily reporting illustrating turn-around times, client experience and satisfaction.
• Monitor and ensure that all team members enhance optimal service delivery of telephonic amendments requests by providing improvement in the area through constant review of voice and non-voice processes.
• Ensure that complete end to end service is completed by all service center consultants by continuously driving the right conversations.
• Ensure upskilling takes place in the new business, administration services, cancellations and claims services by each staff member and ensuring that productivity is aligned to the department’s output strategy.
• Explain targets and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction and customer experience.
• Provide and take responsibility for performance stats to team members regarding the targets required, targets achieved and quality of work.
• Perform quality checking on voice recordings, provide effective coaching and feedback to staff on outcome of voice recordings reviewed to limit service failures and enhance customer experience.
• Develop a high-performance team by collaborating with other Managers and working across the service centre with staff to achieve excellent service by providing regular feedback on their performance and conduct meaningful performance development discussions and both formal and informal coaching sessions.
• Ensure that employees are aligned to and are aware of Absa Life’s strategy and key objectives.
• Encourage frequent knowledge sharing between team members.
• Ensure all staff are appropriately developed and challenged through appropriate task allocation.
• Ensure excellent client service rendered by team members, by utilizing quality sample feedback received and by having the correct conversations with staff members.
• Take ownership of customer queries and complaints by ensuring that the staff resolve them timeously and within set deadlines giving attention to quality resolutions.
• Act as the escalation point of entry for all the unresolved queries and complaints
• Maintain a good relationship with all support areas in Absa Life internal (product, finance, actuaries, underwriters, information technology) and external (sales call centers, advisors and clients) customers in order to measure turn-around times, cancellations received and processed and service offering and work with Senior Management to improve customer journey.
• Maintain a good working relationship with the claims department to ensure claim processes run smooth and effectively and we can quickly identify areas of improvement that will assist the Service Centre in providing exceptional customer service.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Closing Date: 24th, March 2022