The Client Services Operations Manager is responsible for establishing customer service guidelines,
\ncommunicating service expectations, educating stakeholders about the critical role customer service plays
\nin the organization to help solicit buy-in and foster understanding. They are also responsible for
\nspearheading initiatives designed to measure the perception of existing service levels and leverage
\ncustomer feedback to identify opportunities that enhance the customer experience. The Client Services
\nOperations Manager monitors service levels and troubleshoots customer service issues as needed and
\ndiffuse situations with dissatisfied customers. This includes complaint resolution on all levels. They model
\nquality service behaviours within an organization and create policies and procedures for the effective
\nmanagement of the customer services department while collaborating with department leaders to
\ncontinually improve customer satisfaction.
\nThe Client Services Operations Manager also contributes to the establishment, implementing and
\nmaintenance of sustainable and holistic customer experience management and market conduct
\nframeworks for Bayport SA, by ensuring that customer experience is approached from a holistic perspective
\nto create consistent, coherent, seamless and emotionally engaging interactions for all customers across all
\ntouchpoints; as well as enable improvement of customer experience and business performance metrics.<\/p>\n
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Job Title: Client Services Operations Manager<\/strong> Job Summary:<\/strong> 1. STRATEGIC INITIATIVES:<\/strong> 2. OPERATIONAL:<\/strong> 3. STAKEHOLDER ENGAGEMENT:<\/strong> Requirements:<\/strong> EXPERIENCE AND KNOWLEDGE:<\/strong> DESIRED\/ PREFERRED REQUIREMENTS:<\/strong> OTHER REQUIREMENTS:<\/strong>
\nLocation:<\/strong> Sandton, Gauteng, South Africa
\nReference #:<\/strong> BAYR075
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\nManagement of Client Services Operational area (Comprised of Inbound Call Centre, Retentions
\nTeam, Administration Team, Walk-In Centre and Reception)
\n– Workforce planning, productivity management and performance management of the Client Services
\nDepartment personnel ensuring optimal level of productivity and performance within financial budget
\nconstraints
\n– Budget management of the Client Services Department
\n– Management of all complaints from customers, ombudsmen, regulatory bodies and other third parties
\nin line with Treating Customer Fairly (TCF) guidelines and Market Conduct principles.
\n– Developing processes and guidelines for the effective management of customer experience
\n– Defining, developing, implementing and monitoring customer feedback metrics for the business to
\nensure a consistent customer experience at various customer touchpoints.<\/p>\n
\nDeveloping and Defining customer experience management and market conduct frameworks for
\nBayport SA together with processes and guidelines for the effective management of customer
\nexperience.<\/p>\n
\nManagement of Client Services Operational area (Comprised of Inbound Call Centre, Retentions Team,
\nAdministration Team, Walk-In Centre, and Reception).<\/p>\n
\nManaging the relationship with internal (business leaders and other functional units) and external
\nstakeholders (regulators, ombudsmen, customers and partners) to continually resolve complaints and
\nqueries while improving customer experience.<\/p>\n
\nEDUCATION:<\/strong>
\nMINIMUM QUALIFICATIONS:<\/strong>
\n.Diploma in Compliance Management or relevant NQF Level 6 qualification<\/p>\n
\nMINIMUM REQUIREMENTS:<\/strong>
\n. Minimum 3 years experience in a complaints management role in the insurance, banking or financial
\nservices industry
\n.Minimum 3 years in a customer services role<\/p>\n
\n. +5 years in business, customer services and complaints management roles<\/p>\n
\n. Specialist knowledge of the following legislation;
\no National Credit Act (NCA)
\no Financial Advisory and Intermediary Services Act (FAIS Act)
\no Consumer Protection Act (CPA)
\no Treating Customers Fairly (TCF) Principles and application
\n. 5+ years prior experience in customer-facing roles, 3 of which must have been in a complaints
\nmanagement role which must include managing a team or teams of contact centre staff
\n. Strong knowledge of Market Conduct
\n. Proven experience in relationship building and management with a track record of dealing with
\nOmbudsmen, Regulators and other Statutory Bodies\/ Third Parties
\n. Strong Institutional Knowledge of Bayport
\n. Excellent communication skills and the ability to anticipate the needs of customers
\n. Must demonstrate strong analytical thinking skills
\n. Should possess strong problem-solving skills and the ability to make sound judgement calls
\n. Superior organizational and time management skills
\n. Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client
\nexperience<\/p>\n