Customer Service Operations Lead

2 weeks ago

Cape Town, Western Cape, South Africa Paracon Full time

Our client is looking for a Customer Service Operations Lead who will assist the Manager in overseeing the team's operational performance, ensuring alignment with business and client service strategies. This role involves advising and supporting the analysis, development, and implementation of best practices across the servicing value chain.

Key Responsibilities

The Team Leader will be responsible for achieving the following outcomes:

  • Assist the Manager in implementing and evaluating the team's daily operations, ensuring alignment with the servicing value proposition and business strategy.
  • Drive accountability within the team, ensuring performance aligns with contracted deliverables and stakeholder expectations.
  • Monitor and enforce daily control procedures while proactively identifying and reporting operational risks.
  • Continuously assess and report on process improvements to enhance efficiency, effectiveness, and risk management.
  • Provide mentorship and coaching to team members, particularly in query management and resolution.
  • Promote accuracy and maximize productivity within the team.
  • Ensure effective communication with internal and external stakeholders.
  • Support the implementation of changes to existing products and processes, as well as new product rollouts.
  • Foster teamwork within Operations, across departments, and with external parties to resolve client queries.
  • Assess service issues and inquiries, determining their priority and urgency, conducting investigations as necessary, and providing timely resolutions.
  • Respond professionally, promptly, and empathetically to written and telephonic inquiries from internal and external clients.
  • Build and maintain strong professional relationships with intermediaries and key stakeholders.
  • Develop and maintain technical knowledge of all Glacier offerings and apply this expertise to daily tasks.
  • Identify training needs and talent within the team, facilitating effective training and development through on-the-job learning and external courses as applicable.
  • Promote the well-being of team members, ensuring their needs and expectations are met where necessary.
  • Assist the Manager in performance reporting and data analysis.
  • Contribute to ad hoc projects aimed at streamlining processes and successfully implementing them within the broader team.

Qualifications and Experience

  • Grade 12 (Matric)
  • Completion of a Team Leader course (advantageous)
  • Relevant tertiary qualification (Commerce, Management Certificate, Degree, or Diploma) (advantageous)
  • Minimum of 5 years' experience in the LISP industry
  • Consistently strong KPA performance over the past 5 years
  • Experience with process improvement methodologies
  • Proficiency in Microsoft Excel at an intermediate level (advantageous)
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