Servicing Team leader
Standard Bank
Cape Town, Western Cape, ZA
5d ago
source : Latest Jobs
  • To manage the end to end value propositioning of the Servicing call centre by ensuring adherence to standing procedures and audit requirements within the area.
  • Managing of large staff contingent in terms of agreed human performance principles, and effective support to all staff and management at all times.
  • To coach, lead and supervise the Policy Management Tele servicing department effectively and maintain and develop well trained staff compliment.
  • To ensure increase of productivity by implementing and controlling the administrative procedures to clients.
  • To identify potential areas of risk and to take remedial action on an ongoing basis.
  • To manage the short-term customer base queries, complaints and admin work.
  • Effective support to all staff and management.
  • Constant positive motivator in terms of ensuring we delight Customers and stakeholders
  • Ensure monthly targets are met
  • Attend stakeholders meeting to ensure we deliver to the SLA targets monthly and any issues to be addressed on an ongoing basis
  • Perform call audits per consultant and FSM audit (call retrieval tracker) to ensure calls are recording to avoid any audit findings.
  • Ensure a High-Performance team within the area.
  • Perform control checks to mitigate risks and audit findings within the area Key Responsibilities / Accountabilities Key responsibilities
  • Service Level 80 / 20
  • Abandonment rate
  • Multi product and VAF knowledge an advantage
  • Knowledge / Technical Skills / Expertise

  • Matric
  • Tertiary qualifications an advantage
  • FAIS accreditation
  • Product knowledge / Customer Service knowledge (an advantage
  • Code of banking practise.
  • Short Term Insurance background a necessity
  • Technical Skills
  • Experience
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