Group Shared Services : driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.
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 :
Preferred Qualification and Experience
Matric / Grade 12
B Degree or equivalent qualification
Institute of Bankers or related qualification would be an advantage.
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