Operations Manager: Customer Services

at African Bank
Location Johannesburg, South Africa
Date Posted September 10, 2019
Category Customer Service
Job Type Full-time

Description

Johannesburg, Gauteng
Permanent

To be in charge of managing the operational area for the business stream (Transactional banking) within the organization, which involves making strategic decisions, as well as to develop and implement operational policies and procedures. The Call Center Manager will assist in establishing call centre objectives, provide employees with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to provide enhanced service to customers. To build and maintain relationships with our Human Capital department around recruitment and help promote a company culture that encourages our values and strategies. The candidate should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and procedures. A deep understanding of transactional processes and financial management is also required. Successful candidates should have a Bachelor's degree in operational management (or a related field) and have prior experience in a management or leadership position

Job Requirements

MINIMUM EDUCATION

  • Bachelor's degree in operational management

MINIMUM EXPERIENCE

  • 3 year Management Experience (Customer Service would be an essential).

CRITICAL COMPETENCIES

  • Ability to work under pressure
  • Ability To Inspire And Motivate Others
  • Convey High Integrity and Honesty
  • Mentoring and Influential skills
  • Planning & organisational skills
  • Ability To Analyze Issues and Problem Solve
  • Drives For Results
  • Strong Communication Skills
  • Technical and Professional Expertise
  • Teamwork and Collaboration

ADDITIONAL COMPETENCIES

  • Call Centre Management
  • Workflow processes
  • Dialler functionality
  • Reporting writing skills
  • Knowledge and understanding of Transactional and call centre processes/procedures/ systems and products

Fundamental Competencies

  • Communication
  • Relationship building
  • Strategic focus
  • Achieving results
  • Customer orientated
  • Developing people
  • Negotiating and influencing
  • Innovation and change
  • Empathetic
  • Professionalism

KEY RESULT AREAS

Commercial and Business Management

  • Identify gaps between the set and achieved targets and identify business failures that
  • underpin issues across all support environments and within the team
  • Mobilise relevant stakeholders to develop solutions to meet set targets and
  • exploit performance improvement opportunities
  • Analyse customer experience (CEX feedback) to identify gaps in business processes and strategies
  • Analyse the quality assurance findings, make recommendations and implement corrective
  • measures
  • Manage operations according to budgets with a focus on optimal customer service
  • Manage the businesses strategic campaigns

Strategic

  • Drive strategic decisions as per the business objectives and purposes
  • Collaborate with support environments to identify business discrepancies, ascertain corrective measures and implement them
  • Test and implement strategic recommendations to achieve business objectives.
  • Reporting to senior management
  • Provide concise and quantified feedback to senior management on the extent to
  • which resources (support environment, staff and facility, etc) are adequate or need to be
  • Addressed.
  • Provide input to Human Capital on retention and development strategies for the call centre

People Management

  • Ensure staff members achieve the desired service levels and take corrective action, as needed.
  • Manage:
  • Unplanned Leave
  • Absenteeism
  • KRA vitality curve
  • Training and development targets
  • Enable the HC retention and staff development strategy
  • Keep updated on the overall performance of subordinates
  • Keep updated on strategic projects and initiatives
  • Manage feedback regarding issues and challenges that require support to enable resolution
  • Conduct monthly performance reviews of subordinates
  • Hiring, training, coaching, and leading call center employees as they provide support for customers.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Manage the implementation of corrective measures

Customer

  • Create and maintain productive relationships with customers clients by providing
  • Assistance.
  • Manage customer experience while complying with company policies, legislation and regulations.
  • Keep the client informed about progress through written communication, telephone
  • communications and/or face to face meetings
  • Build a positive image by exceeding client expectations at all times
  • Treat customers fairly at all times
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