Senior Help Desk Manager

2 weeks ago

Claremont, South Africa Conova Full time

**People**
- Recruit and retain productive staff who adapt well to the Clients culture.
- Monitor and maximize the productivity of all Client Services staff.
- Ensure that all Client Services staff are working within specified processes and procedures.
- Interact with clients, lawyers, investors and administrators effectively and professionally.
- Work with the Operations Leader to identify and support the productivity and training needs of colleagues and, occasionally clients, within agreed timescales
- Maintaining a positive, empathetic and professional attitude towards clients and team members at all times.
- Actively encourage a culture of continuous improvement through new ideas.
- Clearly own the Client Services service line in the view of clients and your team members.

**Process**
- Own all incoming queries to resolution and closure; tracking those open to ensure client service is maintained.
- Ensure that all Client Services activity reflects a defined process and is undertaken within its parameters.
- Continuously improve the efficiency, control and client and/or Investor experience of the Client Services service line.
- Act as the central point of contact for all procedural questions relating to the Client Services service line.

**System**
- Maximize the use of technology in all Client Services processes in order to control risk and improve efficiency.
- Understand the clients system and helpdesk system designs and how they are applied.
- Suggest technology improvements in pursuit of efficiency.
- Act as the central point of contact for the clients process maps and guides relating to the Client Services service line.

**Management**
- Control daily Client Services work allocation in a transparent and efficient manner.
- Manage the client care service-desk within agreed processes and performance metrics, while providing call trend analysis and report.
- Measure and report Client Services staff performances using well considered indicators.

**Key Result Areas**
- Efficient and effective resolution of incoming queries from clients that exceeds customer expectations.
- Competent and knowledgeable Client Services team who meet or exceed clear performance metrics
- Continuously improving systems and processes that are understood by all staff

**Target Vocational Qualifications**
- Practical Client Due Diligence
- Advanced Certificate - ICA
- Leadership & Management - ILM Level 5 Award - ICS

**About You**
- Proactive, organised, working efficiently and accurately, and autonomously within defined processes.
- Take initiative, solution-oriented thinker who is approachable to all staff.
- Excellent communicator, self-starting & capable of working with light supervision.
- Competent & knowledgeable team member who understands both system and process.
- Experience of helpdesk, call centres, and their technology e.g. Freshdesk/Zendesk
- Maintain strong relationships with management, ensuring discretion is adhered to at all times.

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