Financial Services Operations Manager

2 months ago


Cape Town, Western Cape, South Africa TFG Financial Services Full time
Job Title: Financial Services Operations Manager

TFG Financial Services is seeking a highly motivated and experienced Financial Services Operations Manager to lead our Call Centre team. As a key member of our leadership team, you will be responsible for managing and coaching a team of supervisors to achieve exceptional operational performance.

Key Responsibilities:
  • Manage monthly targets and KPIs to meet agreed deliverables
  • Maintain and enhance portfolio compliance standards and legislative requirements
  • Ensure adherence to agreed quality benchmarks
  • Optimize people management to produce maximum productivity
  • Identify gaps and opportunities for improvement
  • Drive employee recognition and motivation
  • Manage relationships with relevant business stakeholders
  • Enhance management reporting as a performance analysis tool
  • Resolve escalated queries effectively and efficiently
Requirements:
  • Call centre leadership experience (3-4 years)
  • Management related qualification (advantageous)
  • Commitment to continuous learning (products and processes)
  • 2 years' experience managing team leaders
  • Exceptional analytical and decision-making ability
  • Strong numerical, problem-solving, and administrative skills
  • Excellent business communication skills
  • Proven experience in people management
  • Ability to work under pressure and multitask to meet targets
  • Excellent time management, planning, and organizational skills


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