Primary Purpose

Responsible for charge of training, managing staff quality assurance to handle customer service team issues. Obligated to oversea teams within the environment with specialised skills of fraud, telephone, outbound and inboud and system related functionalities. Creating, and setting targets and goals for improvement. Maintaining the Business related staff morale and motivation within the service level agreement.

Minimum Requirements

QUALIFICATION

Matric or equivalent qualificationNational diploma in Business Management or related
RE: 5

EXPERIENCE

Experience with coaching, training and motivating employees is required2-5 years supervisory experience within the financial sector.

TECHNICAL COMPETENCIES

Monitor, tracking and communicating agent feedback with internal and external clientsMinimize financial fraud losses by ensuring prompt action is taken on visa and transactional alertsProviding timeous feedback onAttend applicable stakeholder meetings and raising environment concernsEnsure all agents complete all Bank related trainings within the deadlinesEngaging with clients and resolving conflictConstantly reviewing and implementing existing and new process and proceduresQuality assurance and filing monthly reportsEnsuring all transactions are monitored, processed and cleared with the Bank instructed SLA.

Duties and Responsibilities include but not limited to:

FINANCIAL MANAGEMENT

Identifying potential new clients and working with them to build up a relationshipEstablish and grow sales through networking functions, referrals for other customers or from within corporate salesTravel forex notes, MC world currency card, vehicle finance to private clientsFacilitate cross selling within private banking product suiteAdditional revenue streams e.g. Tax Clearance applications, Emigration chargesStay informed of market conditions and do research to determine good opportunities to meet private banking revenue goals

CUSTOMER CENTRICITY

Full spectrum (one stop shop) of customers service covering all Bank productsExceptional client serviceAddress poor performance related issuesProvide solutions to issues as requiredFacilitate relationship between the teams to support efficient overall serviceListen to customer voice notes from the applicable systems and engage with clients who may not be satisfied

OPERATIONAL EXCELLENCE

Daily hurdle sessions with the teamsMonitor adherence of scheduleEnsure that interdepartmental processes and relationships are efficient and effective to deliver customer serviceRelationship management between departments, more solution based

PEOPLE LEADERSHIP AND STAKEHOLDER MANAGEMENT

Plan and communicate lunch and tea breaks for all shiftsAll agents complete training Review the client files regularly to ensure that FICA is up to date and saved on client management systems on the CRM system | Share drive| OnBase | EVO.Coaching sessions and regular one on one

REPORTING AND DATA MANAGEMENT

Daily, weekly and monthly reporting to both internal stakeholders.Monitoring all inboxes, exception ques; making sure all applications work for all product

This position is advertised in line with our commitment to Employment Equity.