Customer Service Team Manager – Financial Services Leader
7 hours ago
Job Title: Customer Service Team Manager – Financial Services Leader
About the Role:
We are seeking a highly skilled and experienced Customer Service Team Manager to join our WNS Global Services team. As a key member of our financial services contact centre, you will be responsible for managing a high-performing team that delivers exceptional customer service while meeting business objectives.
Key Responsibilities:
- Manage, coordinate, and track customer service team activities to achieve agreed plans, targets, and objectives.
- Schedule resources to meet customer service delivery requirements and service level agreements, actively managing adherence to schedule.
- Address breaches of policy and process with team members to ensure resolution and eliminate ongoing impact.
- Analyse MI and process effectiveness to make recommendations and drive process improvements.
- Resolve escalated complaints, issues, and problems, including further escalation as required, to achieve the best possible outcome for the customer in line with policy and processes.
- Monitor the effectiveness of governance, quality, risk, and compliance standards to ensure activities and decisions align with risk, legal, and regulatory requirements, inclusive of regular control self-assessments.
- Motivate customer service team members to perform at their best by living the values and promoting a results-focused and harmonious working environment.
- Monitor, coach, and develop customer service team members to ensure they maximise their performance, meet required standards, and continuously develop their capabilities and experience.
- Active performance management of operational teams.
- BUILD relationships with key stakeholders to effectively resolve cross-functional issues, share best practice, and identify and implement efficiencies to meet company goals.
Requirements:
- Matric/Grade 12 qualification.
- Experience working in a high-performance, fast-paced contact centre/call centre environment.
- Proven experience of customer service in the financial services industry contact centre/call centre environment.
- Experience in managing staff in a contact centre/call centre environment.
- Experience of working in a regulated environment.
- Knowledge of ZA systems, policies, and procedures is an added advantage.
Behavioural Traits Required:
- High degree of patience and assertiveness with excellent rapport-building skills.
- Positively contribute and lead in team activities.
- Takes pride in work, checking own for quality (lead by example).
- Maintains effective time management.
- Have a positive attitude and the ability to influence and motivate others.
- Effective emotional intelligence (EQ).
- Team player.
- Flexible.
- Self-Motivated.
Estimated Salary: R450,000 - R550,000 per annum (dependent on experience), based on market conditions and research within the industry.
About WNS Global Services:
WNS Global Services is a leading provider of business process management services, dedicated to helping organisations improve their performance and efficiency. We operate across multiple industries, leveraging technology and innovation to deliver exceptional results.
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