Service Manager: Multiply MMH260611 - 2

Role Purpose

Manage teams responsible for the delivery of Client Service processes, ensure all relevant policies and procedures are followed and regulations are adhered to.

Requirements

• Grade 12 or equivalent.
• Relevant business degree (desirable)
• 6 - 8 years experience in financial services industry (essential).
• 3 - 5 years people management experience (essential).
• Exposure to a call centre or client service environment with proven knowledge of customer service principles and practices.
• Extensive financial services industry knowledge.
• Sound knowledge of client service policies, procedures and processes.
• Knowledge of business-related rules and regulations.
• Knowledge of relevant regulatory and compliance requirements.
• Knowledge of the operational running of call and service centres.
• Relevant product knowledge.
• Knowledge of complaints handling processes and procedures.

Duties and Responsibilities

• Contribute to the development of a client service strategy that enables a positive client experience and business objectives.
• Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
• Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
• Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Monitor operational results and backlogs and adjust according to service delivery requirements.
• Deliver meaningful and relevant reporting on client service functions and trends as required.
• Review performance in line with business objectives and realities to ensure optimal performance is maintained.
• Act as an escalation point to assist Client Service Team Leaders addressing client queries.
• Ensure teams adherence to correct procedure when following up on queries.
• Identify and report process and system failures and enhancements to improve client experience.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

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