Service Manager: Quality Control

2 weeks ago

Cape Town, South Africa Momentum Metropolitan Holdings Full time

-Introduction
Role Purpose
Requirements
- Grade 12.
- Business related degree (preferred) or a Diploma.
- 5- 7 years’ client service experience in the financial services industry.
- A minimum of 5 years manegerial experience.
Duties & Responsibilities

**Manage quality control team to deliver obsessive service excellence (Internal)**
- Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process.
- Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
- Manage the implementation of operating procedures and quality service standards related to the applicable client service solution.
- Monitor and evaluate operational processes for quality and effectiveness in collaboration with regional operational managersmaking adjustments as required.
- Manage a comprehensive quality control function, ensuring timeous and accurate service delivery.
- Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure same-day turn around and service level agreements are consistently maintain.
- Deliver meaningful and relevant monthly reporting on regional quality control issues and trends to allow for accurate action by operational teams for relevant HR actions, up-skilling and development of operational service consultants.

**Speed and Quality of servicedelivery to allow client obsession (Client)**
- Provide authoritative, expertise andadvice to team, internal clients and stakeholders.
- Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.
- Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional high quality client service.
- Adopt a culture of accountability for regional and cross regional queue management to ensure full turn-around time of quality control items is maintained.
- Understand impact of quality control efforts to overall operational service output and client experience.
- Take full accountability and responsibility for regional management of service standards delivered to internal and external stakeholders.
- Participate and contribute to aculture which builds rewarding relationships with both internal and external stakeholders, facilitates feedback and provides exceptional high quality client service.

**Leadership (People)**
- Create a positive work climate and MMI way - culture to increase employee engagement,, minimise work disruption and maximise motivation and employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage same-day turn-around and service level agreement expectations.
- Effectively manage performance within the team in order to ensure business objectives are achieved at all times.
- Encourage innovation, and an agileway of working and ensure the team’scapabilities are built.
- Adopt a culture of teamwork and high performance culture by boosting cross regional quality control assistance ensuring overall regional turn-around times and service level agreements are maintained together with high quality output from all quality control teams.

**Manage budget and implementsound financial controls (Finance)**
- Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
- Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
- Take accountability to ensure quality controllers check and verify operational processes and client interactions timeously and accurately to avoid re-works and late processing penalties.
- Adopt a culture of excellence ensuring zero defects / errors in overall client experience through the delivery of high standard in quality control process.
- Report and provide feedback on the effectiveness of financial policy, practice and procedures preventing illegal, unethical or improper conduct.
- Implement risk management, governance and compliance policies in own area to identify and manage governance and risk exposure liability.
- Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.
Competencies
- **Business Acumen - **Understandshow the business operates, what thekey issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group.
- **Client/Stakeholder Commitment

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