Customer Service Manager - CIB Ops Shared Services
stanard bank
17d ago

Job Details

Group Shared Services : driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

Job Purpose

  • To partner with business units to facilitate the achievement of the business objectives whilst maintaining accountability for the end to end delivery of an area within Client Services in line with CIB Ops strategy and the Bank’s vision and values.
  • Understand and translates the strategy of the business unit into specific Contact Centre tactics and solutions which ensures the realisation of the contact Centre business objectives
  • To lead and develop the multi-media Customer Contact Centre as a value adding, effective and efficient delivery channel for servicing various areas in the Customer Contact Centre.
  • Key Responsibilities / Accountabilities

    Client Service :

  • Strategic projecting of customer behaviour and aligning this to the Customer Service strategy of the Bank and Contact Centres.
  • Measuring effectiveness by conducting regular customer surveys
  • Establishing and maintaining beneficial relationships with a wide network of stakeholders
  • Ensuring that customers receive prompt, efficient and effective service.
  • Providing input and commentary to weekly, monthly and annual reports, plans, budgets, strategies and projects.
  • Ensuring that SLA’s are negotiated agreed and monitored with business entities.
  • Financial Management :

  • Optimising productivity while reducing staff attrition and absenteeism.
  • Effectively using systems to increase customer service reduce risk and increase income.
  • Managing budget negative variances
  • Other responsibilities also include :

  • Transformation
  • Customer service
  • Cost Management
  • Operational Excellence
  • Change Management
  • Project Management
  • Preferred Qualification and Experience

    Qualifications :

  • Matric / Grade 12
  • B Degree or equivalent qualification
  • Institute of Bankers or related qualification would be an advantage.
  • Experience :

  • 3-5 years Management experience
  • International experience would be an advantage
  • Knowledge / Technical Skills / Expertise

  • Contact centre systems understanding
  • Process design and implementation
  • Financial management : budgeting
  • Customer service management BDS
  • Knowledge of bank products and services
  • Excellent communication and telephone etiquette skills
  • Time management skills
  • Computer skills
  • Apply
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