Senior Customer Service Manager for Financial Institutions
3 weeks ago
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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