Service Manager: Client Services
1 week ago
Service Delivery
Ensure that the team handles all Escalated client queries, Errors and/or complaints (telephonic /written /social media). Performing causal analyses with a view to process changes and resolving issues within agreed Service Level Agreements.
Lead and initiate strategic projects aimed at improving the client experience across the various channels and touch points in collaboration with the stakeholders in the respective business areas.
Build the capability to provide management information, intelligence, and integrated insights to facilitate improved service delivery.
That communication to all affected parties are in line with the requisite quality, empathy, and timelines to deliver outstanding experiences.
Document the processes and create a pipeline of requirements that need to be discussed and prioritized with the systems team.
Process re-engineering to ensure efficiency and private banker experience.
Working across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.
Performing investigations and risk assessments where necessary to facilitate problem resolution timeously.
Evaluate problems regarding service issues and enquiries to determine their importance and urgency.
Responsible for managing reputational and financial risk, and ensuring compliance with regulatory requirements, procedures and service standards, this will be used as basis for benchmarking the success of escalations.
Remain updated and informed on legislative and industry changes.
Develop standardized operating instructions/ work instructions for all process and upgrades as and when applicable.
Meeting with cross divisional teams to assess existing processes.
Perform process simulations and executing within client experience platform.
Effectively manage a team to deliver on outputs.
Reporting and Investigating
Control reports within the call center and Managed Healthcare environments.
Analysis and resolution of all control reports (e.g., 120% Rule).
Weekly and monthly reporting and trend analysis (e.g. Complaints, Errors, trends).
Conduct forums to give feedback on trends.
Identify efficiencies, recommend changes and enhancements, drive implementation and monitor success thereof.
Enhancing communication quality and methods to all parties.
Provide and drive input into automation support strategy.
Matric (Grade 12).
Bachelor’s degree
Digital transformation or similar courses will be an advantage.
**Systems knowledge**:
MS Office (Word, Excel proficiency)
CRM system exposure as an advantage
Knowledge of omni-channel solutions
Knowledge of enhancements in the field of technology that supports client experience
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