Call Centre Manager (Client Service) at Discovery Limited

Key Outcomes may include but are not limited to:

The Service Manager is responsible and accountable for the service delivered to all Discovery Bank clients from a service channel perspective. The incumbent aligns the service team within the Operations area to rollout strategic initiatives and implement solutions within the service team.   This involves continuously analysing the service and operational functional areas against best practice in the market; identifying and establishing service trends and management frameworks for effective management and productivity; conducting research and analysing the risk exposure and impact. 

Initially, the role will focus on improving service delivery, maintaining quality, enhancing business processes, driving and delivering on adhoc projects to meet organizational goals

Areas of responsibility may include but not limited to

• Analysing daily data to support business continuity and improvement of staff.
• Implementing effective communication strategies within the team during the changing conditions within the business between staff and direct reports
• Effective and Inspirational leadership, with a high level of administrative capabilities
• Support with large business integration projects including the migration of staff across businesses.
• Facilitate the determination of skills gaps between existing card and future banking services    operational requirements.
• Accountable for the administration of ISO9000 standards including the alignment with business goals.
• Help set up the Service Operations of the Bank to ensure exceptional and innovative customer service at optimal cost across multiple channels.
• Help establish the Service team, provide input to the development of the operating strategy and principles, and measurement and reward framework.
• Taking ownership of internal and external stakeholder management
• Prepare for the soft launch to staff, including the setup of the in-house store and the call centre.
• Be a champion in supporting customer excellence during and after our migration and integration of business and staff.
• Ensure compliance with all relevant Call centre and Operational policies.
• Constantly drive results through others
• Develop optimal relationships with internal and external stakeholders, including introducing effective SLA’s which are met.
• Engage others in decision making, encourage consultation but be responsible for effective decision making.
• Communicate regarding the strategy and influence people to strive towards the achievement of the strategic objectives of the organization.
• Influence and motivate staff and leaders to high levels of performance.

Education and Experience (Preferred/Optional)

• Bachelor of Commerce or Bachelor of Science Degree – Required
• Post Graduate Degree  (Advantageous)

Work Experience

• At least 3-5 years’ experience on a managerial level
• At least 3-5 years’ experience within Operations
• Extensive experience within the banking environment
• Proven track record of successful implementation of business process change projects

Technical Skills

• Business presentation skills
• Understanding of corporate organizations
• Understanding of Business Processes
• Banking regulation and industry knowledge
• Understanding of data and statistics
• High level of computer literacy and MS Office
• Experience in Banking operations ( advantageous)