Bayport Financial Services Available Job Vacancy – Apply Now!

The Client Services Operations Manager is responsible for establishing customer service guidelines,
communicating service expectations, educating stakeholders about the critical role customer service plays
in the organization to help solicit buy-in and foster understanding. They are also responsible for
spearheading initiatives designed to measure the perception of existing service levels and leverage
customer feedback to identify opportunities that enhance the customer experience. The Client Services
Operations Manager monitors service levels and troubleshoots customer service issues as needed and
diffuse situations with dissatisfied customers. This includes complaint resolution on all levels. They model
quality service behaviours within an organization and create policies and procedures for the effective
management of the customer services department while collaborating with department leaders to
continually improve customer satisfaction.
The Client Services Operations Manager also contributes to the establishment, implementing and
maintenance of sustainable and holistic customer experience management and market conduct
frameworks for Bayport SA, by ensuring that customer experience is approached from a holistic perspective
to create consistent, coherent, seamless and emotionally engaging interactions for all customers across all
touchpoints; as well as enable improvement of customer experience and business performance metrics.

 

 

 

 

Job Title: Client Services Operations Manager
Location: Sandton, Gauteng, South Africa
Reference #: BAYR075
Contract Type: Permanent
Salary: Market Related

Job Summary:
Management of Client Services Operational area (Comprised of Inbound Call Centre, Retentions
Team, Administration Team, Walk-In Centre and Reception)
– Workforce planning, productivity management and performance management of the Client Services
Department personnel ensuring optimal level of productivity and performance within financial budget
constraints
– Budget management of the Client Services Department
– Management of all complaints from customers, ombudsmen, regulatory bodies and other third parties
in line with Treating Customer Fairly (TCF) guidelines and Market Conduct principles.
– Developing processes and guidelines for the effective management of customer experience
– Defining, developing, implementing and monitoring customer feedback metrics for the business to
ensure a consistent customer experience at various customer touchpoints.

1. STRATEGIC INITIATIVES:
Developing and Defining customer experience management and market conduct frameworks for
Bayport SA together with processes and guidelines for the effective management of customer
experience.

2. OPERATIONAL:
Management of Client Services Operational area (Comprised of Inbound Call Centre, Retentions Team,
Administration Team, Walk-In Centre, and Reception).

3. STAKEHOLDER ENGAGEMENT:
Managing the relationship with internal (business leaders and other functional units) and external
stakeholders (regulators, ombudsmen, customers and partners) to continually resolve complaints and
queries while improving customer experience.

Requirements:
EDUCATION:
MINIMUM QUALIFICATIONS:
.Diploma in Compliance Management or relevant NQF Level 6 qualification

EXPERIENCE AND KNOWLEDGE:
MINIMUM REQUIREMENTS:
. Minimum 3 years experience in a complaints management role in the insurance, banking or financial
services industry
.Minimum 3 years in a customer services role

DESIRED/ PREFERRED REQUIREMENTS:
. +5 years in business, customer services and complaints management roles

OTHER REQUIREMENTS:
. Specialist knowledge of the following legislation;
o National Credit Act (NCA)
o Financial Advisory and Intermediary Services Act (FAIS Act)
o Consumer Protection Act (CPA)
o Treating Customers Fairly (TCF) Principles and application
. 5+ years prior experience in customer-facing roles, 3 of which must have been in a complaints
management role which must include managing a team or teams of contact centre staff
. Strong knowledge of Market Conduct
. Proven experience in relationship building and management with a track record of dealing with
Ombudsmen, Regulators and other Statutory Bodies/ Third Parties
. Strong Institutional Knowledge of Bayport
. Excellent communication skills and the ability to anticipate the needs of customers
. Must demonstrate strong analytical thinking skills
. Should possess strong problem-solving skills and the ability to make sound judgement calls
. Superior organizational and time management skills
. Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client
experience

To Apply:

Click Here!

Application Deadline: 31/01/2022