Senior Customer Service Manager for Financial Institutions

3 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time

We are seeking a highly skilled Senior Customer Service Manager to join our team at WNS Global Services.

Job Summary

The successful candidate will be responsible for leading our customer service operations, ensuring high-quality service delivery, and driving process improvements.

About the Role

This is a challenging role that requires strong leadership skills, excellent communication, and problem-solving abilities.

Main Responsibilities

  • Manage and coordinate customer service activities to achieve business objectives
  • Schedule resources to meet customer service delivery requirements and ensure adherence to schedule
  • Analyze performance data to identify areas for improvement and implement changes
  • Resolve complex customer complaints and issues in a timely and effective manner
  • Motivate and develop customer service team members to perform at their best
  • Build relationships with key stakeholders to resolve cross-functional issues and improve efficiency

Requirements

  • Matric/Grade 12 qualification
  • Experience working in a contact centre or call centre environment
  • Proven experience of customer service in the financial services industry
  • Experience in managing staff in a contact centre or call centre environment
  • Regulatory compliance knowledge and expertise

Key Qualities

  • High degree of patience and assertiveness with excellent rapport-building skills
  • Ability to positively contribute and lead in team activities
  • Pride in work, checking own quality, and leading by example
  • Effective time management and positive attitude
  • Emotional intelligence (EQ) and team player skills

Salary Range

R120 000 - R180 000 per annum based on experience



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