Client Service Manager-Port Elizabeth at Metropolitan

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

• 3 - 4 years experience in financial services industry (essential)
• 3 years people management experience (essential)
• Exposure to a call centre or client service environment with proven knowledge of customer service principles and practices (desirable) 
• Formal qualifications grade 12 or equivalent
• Formal qualifications, relevant business degree
• Formal qualifications relevant industry related qualifications
• On-the-job training / qualificationsProduct, process, system and legislation training, Written and verbal communication Time management skills Planning skills Complaints handling skills People management skills Interpersonal skills Influencing skills Microsoft Office skills ,
• 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 & Responsibilities

• Manage the delivery of efficient client service administration processes and procedures.
• Manage the adherence and compliance to company polices, instructions and relevant legislation within all the client service functions
• Monitor and manage the achievement of service level agreements to ensure excellence in the client services function.
• Develop tactical plans to enhance or improve the client experience within the Branch.
• Coach and guide the Client Services team to effectively utilise client service interactions to improve client retention and repeat business activities.
• Ensure client information is accurately and timeously captured on the relevant system.
• Check and approve the relevant documentation to support the client service process in line with business and risk management practices.
• Manage the execution of client requests within the agreed timeframes, quality standards and legislation.
• Manage the leads generation and management process through active monitoring, encouragement, reporting and follow-up.
• Embed the Treat Clients Fairly outcomes in the client service environment as stipulated by the Financial Services Board.
• Actively manage the client satisfaction index to ensure the satisfaction of the clients.
• Review and authorise all financial and non-financial transactions processed by the Client Service Consultant
• Identify entrepreneurial opportunities in every interaction and remain passionate, resilient, focused and organised.
• Analyse and report on the status of client services within the branch
• Effectively manage time and ensure optimal productivity.
• 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 standards 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 developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times
• Manage the delivery 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
• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.

Competencies

• Business Acumen
• Client/ Stakeholder Commitment
• Drive for Results
• Diversity and Inclusiveness
• Collaboration
• Impact and Influence
• Self-Awareness and Insight