Retail Client Services Team Leader

5 days ago


Cape Town, Western Cape, South Africa DAV Professional Placement Group Full time
Job Description

DUTIES AND RESPONSIBILITIES:

  • Operational Management: Daily management of all operational aspects of the retail client services environment.
  • CRC Coaching and Development: Ongoing support, mentoring, and coaching of existing and new Client Relationship Managers (CRMs).
  • Servicing Standards Evaluation: Monthly evaluation of CRM calls and emails against Sygnia servicing standards.
  • Client Survey Monitoring: Daily monitoring of and addressing client survey results, with aligned CRM coaching and development plans.
  • CRC Training Needs Identification: Identify and address all CRM training needs as well as the implementation of monthly knowledge assessments.
  • Service Delivery Enhancement: Design and implementation of work methods that will ensure the continuous enhancement of service delivery.
  • Client Satisfaction Monitoring: Monitoring and measurement of client satisfaction.
  • Process and System Enhancements: Facilitate process and system enhancements.
  • Team Resource Planning: Team resource planning.
  • CRC Personal Growth and Development: Facilitate and guide personal growth and development of CRMs.
  • Team Performance and Quality Metrics Management: Monitoring and management of team performance and quality metrics.
  • Error Analysis and Risk Controls Revision: Analysis of servicing related errors and revision of risk controls.
  • Positive Team Culture Fostering: Fostering and maintaining a positive team culture.
  • Workload Management: Ensure workloads are managed and cleared in accordance with SLA.
  • CRC Recruitment Assistance: Assisting with recruitment, candidate selection, and building a strong pipeline of CRMs.
  • Elevated Client Queries and Escalations Handling: Dealing with elevated client queries and escalations.
  • Daily Stats and Environment Reporting: Daily stats and environment reporting.
  • CRM Systems Engagement: Engagement with service providers to enhance CRM systems and resolve any malfunction.
  • Retail Team Promotion: Engage with all Retail Teams to promote and encourage further progression of Retail culture.
  • Collaboration with Retail Team Leaders: Collaborate with Retail Team Leaders to propel an efficient Retail operation.


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