Service Manager

4 weeks ago

Sandton, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full time

**Main purpose of the job**

**A critical lever to delivering an exception end to end customer experience. Responsible for managing the daily operations within the Customer Service Contact Centre, with regards to omni-channel practices. Create a customer centric organization that delivers the required performance whilst being committed to delivering a great customer experience through a variety of customer contact channels. Focus on first call resolution and build capability to continuously improve.**

**Service Management**
- Execute on the vision and overall customer segment strategy
- Provides strategic input into the customer segment strategy
- Provides insight to the Head of Service, in terms of turning the segment strategy into tactical plans that will optimise performance and profitability
- Ensure Customer Service Contact Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met.
- Ensure all service levels and response time targets are met
- Manage first call resolution within SLA.
- Manage all functions of Customer Service Contact Centre delivery and ensure a continuous alignment with the Sales agenda
- Managing end to end customer experience for small BPO centres
- Deliver and maintain all processes and policies relating to resource scheduling and forecasting.
- Plan for the most efficient workload and resource schedule.
- Monitor and manage quality input into OPA
- Ensure integrity of governance and compliance across all spheres of customer service.
- Ensure productivity is optimised through the effective management of the entire Customer Service Contact Centre
- Assist in identifying, developing, evaluating, implementing and/or improving new procedures to improve efficiencies.
- Responsible for the achievement of revenue and cost management objectives for Customer Service Contact Centre.

**Customer Experience**
- Develop mechanisms to obtain and provide feedback on customer insight
- Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
- Ensures that the teams champion the departure away from a transactional, mediocre customer approach towards meeting individual customer demand through brilliant, pro-active, pre-emptive service.
- Reduce customer cancellations and provide insight into why clients are cancelling and input into business improvement initiatives
- Drive customer-centricity through all work plans, schedules, measures and training activities

**Continuous Improvement and Reporting**
- Provide insights through implementation of a scorecard of measures encompassing all relevant aspects of Customer Service Contact Centre operations
- Provide monthly and quarterly reporting on all relevant Customer Service Contact Centre indicators, illustrating trends and plans for continuous improvement. (Timing of reports may vary dependent on requirements)
- Manage service level performance against defined targets and metrics and course correct when necessary
- Extract telephone reports daily, weekly and monthly and analyse data for continuous improvement

**Leadership and Direction**
- Providing vision and direction to team members
- Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders
- Role model behaviour and motivate team members in line with the core values
- Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:

- Provide support and guidance on career path planning, on-the-job training, coaching, and mentoring to direct reports
- Leads change to creates a self-refreshing and learning organisation
- Continuous improvement of business processes

**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

**Minimum Academic, Professional Qualifications & Experience required for this position**
- Relevant tertiary qualification
- Minimum 6 years’ progressive experience working w

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