Service Manager

-Introduction

We currently have an exciting Service Manager opportunity in our Contact Centre based at our Head Office in Centurion.
Role Purpose

To ensure that your team has the knowledge, skills, tools and competencies required to perform the required job within service level agreements. Create an environment that supports individual performance. Align processes with the company strategy.
Requirements

**Experience and Qualifications**
- Matric with Maths and/or Accountancy preferred.
- A related degree in Finance / Commerce or Investments
- Broker Service / Investments service experience
- Contact Centre management/previous management skills.
- Knowledge of Momentum products and systems preferred. Operational proficiency.
- Up to5 years' experience required.
Duties & Responsibilities
- Internal and External Collaboration: Effective and consistent service delivery and support to all internal and external clients.
- Effective Work Distribution: Ensure all incoming work is evenly distributed among agents based on hourly stats received.
- Relationships: Maintain relationships by networking internally and externally to ensure successful service delivery.
- Knowledge Management: - Up-skill system and product knowledge by: Keeping updated on new products and processes. Contribute and share information regularly on the Knowledge Base.
- Identify Risks: Identify and prevent both financial and reputational risk.
- Improve Process Efficiencies: Identify and timeously address obstacles that result in service failure; Reduce the amount of incoming queries by identifying and improving on processes and procedures.
- Team Development: Identify training needs and schedule applicable training. Ensure agents attend training identified. Ensure agents complete bi-weekly assessments and obtain a pass rate of 95%. Ensure agents complete regular e-learning assessments. - Responsible for overall operational excellence of team.
- Work Scheduling: Effectively allocate agents to shifts.
- Effective resource planning: Make sure that enough agents are available to fill positions. Scheduling team meetings once a month. Scheduling training on an ad hoc basis.
- Performance Management of Agents: Manage agents to meet targets set in SLA's. Ensure that agents adhere to company policies and procedures.
- Enable the Development of a High Performance Culture: Performance contracts, aligned to the strategy, in place for all staff and formally reviewed/discussed quarterly - Provide and reinforce recognition for performance.
- Grow and Develop People: Personal Development Plans in place for all staff.
- Leadership/Management: Leadership/Management Assessment result at acceptable levels.
- Meaningful Transformation: Meet transformation targets which include achievement of EE targets and development of ACI talent.
- Performance and Development: Manage own performance and development.
- Internal Collaboration: Ensures effective and consistent service delivery and support to all internal clients within the agreed timeframe of 24 Hours on all queries in line with Company Values and Treating Clients Fairly Principles.
- Live the Momentum values namely: Accountability; Diversity; Excellence; Innovation; Integrity; Teamwork
Competencies
- Deciding, Initiating Action Leading and Supervising
- Working with People
- Adhering to Principles, Values, Persuading and Influencing
- Presenting, Communicating Information Writing and Reporting
- Planning and Organizing
- Delivering Results, Meeting Customer Expectations, Adapting and Responding to Change, working under Pressures and Setbacks, Achieving Personal Work Goals Objectives and Basic Computer Skills
- Customer service skill/ability

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.