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Confirmations Team Manager

7 months ago

Northern Suburbs, South Africa Tenacity Financial Services Full time

**Manage daily operations**:

- Ensure all employees comply with policies and procedures to limit risk to the business and end customer
- Ensure Quality standards are achieved within agreed SLA
- Drive activations in line with budget
- Manage the processing of supporting documentation within the turnaround time commitments to affinities
- Submit all daily queue reports
- Ensure management controls and reporting are in place to provide appropriate visibility of teams performance both at a process and people level

**Coaching and mentoring of team**:

- Identify training needs and ensure adequate training and coaching takes place
- Weekly coaching sessions conducted with all agents and progress management
- Develop the team through motivation, counselling, coaching, soft skill training and product knowledge education
- Conduct QA audits for all agents on a weekly basis

**Team Administration**:

- Ensure new starters effectively transition into the team
- Conduct probation review meetings during first 3 months of employment
- Address any behavioural concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Submit all daily attendance and adherences to workforce management
- Ensure trackers (IR, Absence & PIP) are updated on a daily basis
- Ensure all leave transactions is processed on ESS
- Manage the waybill and overtime/special time to payroll

**Team performance, monitoring and reporting**:

- Set, track and report on individual targets for each agent within the team
- Collate and effectively utilize reports for performance management of department KPI’s
- Conduct monthly performance reviews with team
- Address any underperformance in line with the Company’s Performance Improvement Policy

**Resources & Capacity ( people & systems)**:

- Ensure that staffing is in line with demand to support turnaround time objectives (effective management of queues and staff adherences)
- Manage staffing forecasts and requirements
- Ensure effective recruitment practices when employing new employees
- Ensure the team has the resources and tools to perform what is expected of them
- Grade 12
- Min of 2 years’ leadership experience (Or has successfully completed the in-house Step-Up leadership program )
- Min of 2 years’ business support experience in a similar role and/or environment (Or has successfully completed the in-house Step-Up leadership program)
- Min of 1 year confirmations/vetting experience
- Experience in Employee Relations, Poor Performance and Absence Management
- Experience in leading and managing teams of at least 12 people
- Software: MS Word, MS Excel, MS Outlook, MS PowerPoint