Call Centre Support Manager

Job Purpose 

• The Communication Centre: Support Manager plays a pivotal role in delivering a consistently high standard of client service to both financial intermediaries and investors. This role is responsible for leading and developing a team of consultants, ensuring operational excellence, and fostering a culture of accountability, learning, and continuous improvement.
• We are looking for a manager who thrives on connection, someone who is naturally engaging, values open communication and leads through collaboration and transparency.
• If you are the kind of leader who shares generously, embraces change, and inspires others to do the same, you will feel right at home here.
• This role is ideal for someone who sees people as the heart of service and believes that great client experiences start with empowered teams and can balance that with efficient workflow management. This role is based in our Cape Town office. 

Key Outcomes

The following outcomes will be expected to be achieved by the Support Manager:

Leadership

• Leading team members to achieve Client Service’s strategic objectives
• Growing and implementing the Glacier vision for the Communication Centre

Client Servicing

• Delivering on contracted SLA’s in both the Call Centre and Email teams
• Provide resolution & guidelines for technical and escalated enquiries and complaints
• Creating a culture of Treating Customers Fairly in the Communication Centre

Decision Making

• Prioritisation / delegation of work
• Analysing data and making data driven decisions
• Management of workflow and efficiencies

Managerial Functions

• Performance management
• Recruitment
• General people management
• Implementation of NWOW management structures and team processes

Coaching & Training

• Ongoing Coaching & identification of training and development needs
• Implementation of quality assurance best practices, processes and procedures and standards 
• Measurement of quality of call, e-mails, for the communication centre 
• Results orientated coaching to improve client experience 
• Analyse, facilitate and co-ordinate continual feedback to consultants and /management 
• Compile individual performance reports, recording all feedback to consultants 
• Review the standards that are measured and suggest improvements of the standards to management 
• Provide input into projects to improve client experience when required 

• Client focused
• Collaborates
• Drive Results
• Cultivate Innovation
• Resilient
• Problem solving skills
• Adaptability
• Communication skills 

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to adapt to change

What will make you successful in this role?

Qualification and Experience

• Appropriate Financial Degree with 3 to 6 years related experience.

Knowledge and Skills

• Ensure effective audits and expense management controls
• Department operations and office management
• Management of admin/clerical employees
• Good understanding of regulatory and statutory environment
• Compile, manage and interpret Reports