Retail Client Services Team Leader
5 days ago
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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