Service Recovery Manager at FNB South Africa

Job Description

To lead a team within the client service environment as well as implementing the client service strategy and ensuring that the team operates within the specified parameters and exceptional service levels are maintained

• Achieve net profit growth for business
• Drive significant growth and profitability in the context of cost management
• Manage costs / expenses within approved budget to achieve cost efficiencies
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Manage existing clients and grow portfolio through making contact and generating leads
• Resolve all customer queries efficiently, and within agreed timelines.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets.
• Maximise cross sell opportunities and strengthen client relationships
• Prepare business communication that is of a professional standard
• Provide sales support efficiencies and services in order to ensure retention of clients
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
• Comply with governance in terms of legislative and audit requirements
• Enter all Qualified leads into the sales pipeline and maintain on a daily basis
• Develop Strategies to improve operational and cost efficiencies by tracking, controlling and influencing Sales and Service activities with the specific aim to increase sales and Service efficiencies of the team
• Develop materials and documentation including minimum standards, templates, guidelines, FAQ’s and processes
• Develop a deep understanding of the technical trends, market, competition and trends in the market
• Research and identify new entrants in the relevant industries (mobile, payments, finance etc)
• Assess opportunities and threats from these entrants
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
• Manage own development to increase own competencies
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies