Team Manager

4 weeks ago


Johannesburg, South Africa Bayport Financial Services Full time

The Client Service Team Manager is responsible for the overall direction, coordination, quality, and productivity of the Client Services team. The Team Manager will work closely with front-line staff, support departments, internal/ external stakeholders, and the management in support of business needs. He/She needs to make sure that the departmental service level agreements are met and maintained.
This role is ideal for a highly self-motivated individual who has substantial team management experience in a contact environment, passionate about providing the best possible levels of customer services, and customer experience and has experience with motivating and driving performance improvements within the team.

**EDUCATION**

**MINIMUM QUALIFICATIONS**

Matric or relevant NQF Level 4 qualification

**DESIRED/ PREFERRED REQUIREMENTS**

RE 05 qualification (FAIS (Financial Advisory and Intermediary Services) Compliant) and/or relevant qualification advantageous.

Recognised management qualification advantageous.

**EXPERIENCE AND KNOWLEDGE**

**MINIMUM REQUIREMENTS**

Minimum 2+ years' experience in a Customer Service-related role

Minimum 2+ years experience in a complaints management role, in the banking or financial services industry

**DESIRED/ PREFERRED REQUIREMENTS**

Experience in working with inbound and outbound calls, customer retention, and collections experience preferred.

**INDUSTRY EXPERIENCE**

Minimum of 3+ years' experience in the financial services sector

**OTHER REQUIREMENTS**

Specialist knowledge of the following legislation:
National Credit Act (NCA)

Financial Advisory and Intermediary Services Act (FAIS Act)

Consumer Protection Act (CPA)

Strong knowledge of Market Conduct

Proven experience in relationship building and management with a track record of dealing with
Ombudsmen, Regulators and other Statutory Bodies/ Third Parties


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