Client Services Manager
1 day ago
DebtBusters Client Services Manager (M2)
Founded in 2004, the IDM Group has established itself as South Africa’s leading debt management business. We pride ourselves on providing the best debt counselling and financial solutions to South African consumers.
As the industry leader and owner of DebtBusters, South Africa’s largest Debt Counsellor, IDM believes passionately in the role of debt counselling for all over indebted South Africans.
Our business is strategically focused and dynamic with a fast-paced, innovative and entrepreneurial culture.
The IDM Group is currently seeking a Client Services Manager, who will be responsible for the management of our customer experience and retention. The Client Services Manager will lead several teams of consultants and manage their day-to-day performance, with a significant focus on both throughput and quality. They will help grow our digital self-service offering supported by highly knowledgeable, proficient consultants and will, ultimately, be responsible for providing extraordinary service to our clients.
Key Responsibilities
- Deliver on strategy, goals and key performance metrics
- Setting of and management of consultant and team daily throughput and productivity
- Minimize query resolution turnaround times
- Improve processes that will allow the teams to perform more efficiently and effectively
- Enhance systems to allow teams to achieve faster and more effective results for our clients
- Ensure a performance-driven, participative culture
- Create enthusiasm and drive engagement through reward and recognition
- Grow and develop talent
- Collect, analyse and present operational and performance data and trends, offering insights to the business
- Drive the digitization of the services environment and the delivery of automation and solutions to reduce staff and customer effort and enhance customer experience.
- Building effective relationships with internal and external stakeholders, including credit providers, PDA, and other industry stakeholders to ensure effective customer service
- Creates a culture of innovation and continuous improvement by identifying opportunities that add value to the customer and the business
Key attributes and competencies
- Ability to think at a strategic level and execute at a tactical level
- Ability to plan, prioritise, organise and manage (resources, etc)
- Excellent time management
- Results driven with a commitment to excellence
- Decisive and action oriented
- Analytical
- Excellent problem-solving skills and an ability to deal with complex issues
- Professional, positive
- Resilient, adaptable, and responsive to change
- Motivates, develops and manages performance
- Excellent interpersonal skills
- Strong written and verbal communication skills
Key requirements and qualifications
- Bachelor’s degree
- Highly proficient with Microsoft Office (especially Excel)
- Debt Counselling qualification (advantageous)
- Lean Six Sigma training and qualification (advantageous)
- Strong operational experience, including knowledge of and experience in process, pipeline and/or productivity management, quality management, metrics, reporting, technology, tools and best practise methodologies
- A proven track record of management experience in a customer service environment
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