Client Service Management Leader

4 days ago

Johannesburg, Gauteng, South Africa Rand Merchant Bank Full time

Rand Merchant Bank is seeking a highly skilled Client Service Management Head to join our team. This is an exciting opportunity for an experienced professional to lead and manage our client service management teams, ensuring efficient staffing ratios and adequate focus on Corporate Banking Clients.

Key Responsibilities:
  • To build and allocate the Client Service Management teams to ensure efficient staffing ratios, such that adequate focus is provided, face-to-face and proactively to Corporate Banking Clients
  • Monitor revenue growth for applicable income streams
  • Determine targets for revenue growth Identify and implement on opportunities for revenue growth
  • Design and deliver customer service solutions, systems and interactions aligned to Organisational values and service standards
  • Establish, manage and maintain sound relationships with stakeholders based on trust that builds the brand
  • Drive continuous improvement in customer service delivery that prevent problems from arising in the future in a proactive manner Implement service delivery and efficiency models
  • Enhance the service experience by ensuring the alignment of multiple service delivery processes and channels, and putting the customer first Introduce best practice customer service solutions and efficiency models
  • Monitor and evaluate all customer touch points to ensure the effectiveness of customer experience
  • Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
  • Engage in cross-functional relationships to obtain and to provide work support
  • Contribute to sustaining a competitive edge through external networking, benchmarking and representation on related forums
  • Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure
  • Stays abreast of relevant industry risk management best practices and legislative amendments and suggests ways to leverage these to ensure continuous improvement
  • Creates risk awareness and manages audit findings
  • Participate in Group risk forums where required and cascades relevant information through team
  • Brainstorm, identify, implement and drive innovative best practice ideas within the organisation to ensure increased efficiencies Create and participate in specialist communities of practice and represents the organisation at Group and industry level to share best practice insights and solutions
  • Drive strategic projects, change management and platform integration across operations
  • Leverage Group capability to exploit opportunities
  • Ensure and encourage adherence to an operational framework of policies and procedures
  • Understand the competency and skills sets to be mastered to ensure personal and employee development and performance
  • Identify development needs and select effective solutions to address own and employee development needs to facilitate improvement of self and team
  • Ensure that each employee prepares a personal development plan that is implemented and reviewed as required
  • Create an environment conducive to cross-functional skills transfer
  • Keep abreast of learning opportunities, changing products and trends
  • Provide guidance, share knowledge and expertise and guide employees to find their own solutions
  • Share constructive feedback that motivates others to grow
  • Establish an enabling climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity Influence the development and enablement of a culture and climate where the organisational values are demonstrated and lived Influence the understanding and adoption of the organisational strategic direction
  • Manage performance of team or teams in areas of responsibility against expected individual and team delivery targets
  • Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures
  • Build team succession plans for roles in own area and influence resource planning
  • Ensure clear contracting and assessment of performance expectations in line with identified objectives and enable a learning and growth culture
  • Implement people resource planning in line with delivery and performance objectives within budget and in partnership with specialised areas Implement talent management practices in line with HR policies and procedures
  • Provide direction, coaching, and regular feedback to employees to improve performance and implement performance improvement initiatives
  • Ensure that skills are transferred in specific function
  • Ensure implement employment equity plan target achievement in all recruitment and employee movement activities Identify current and future human capital needs and skills requirements
  • Ensure relevant resolution of conflict and respond to any complaints or concerns

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