Manager, WI on Call at Standard Bank Group

Job Description

Provides excellent service to frontline & clients through effective cost & time management, innovative processing of WIOnCall tasks & associated SLA's, in support of WI values, obsessions, differentiators; supports Head: Service: ensures people leadership, management, processes & technology deployed deliver on WIOnCall's purpose; ensures strict compliance to processes; takes inbound demand from customers; senses what problems customers want resolved in order to improve capability of response.

Qualifications

Minimum Qualifications

• First Degree Banking
• NQF7 FAIS Aligned Qualification

Experience

Digital & eCommerce, CHNW

• Personal and Private Banking
• 3-4 years Experience within a call centre environment, understanding the banks products and services
• Contact centre management and operations experience • Previous branch and operations experience. • Experience in providing Intermediary Services and Advice
• 5-7 years Banking experience in a Management role with exposure to branch frontline, sales support and the Private Banking segment

Behavioral Competencies

• Adopting Practical Approaches
• Challenging Ideas
• Convincing People
• Directing People
• Establishing Rapport

Technical Competencies

• Banking Process & Procedures
• Coaching and Mentoring
• Contact Centre Customer Relationship Management
• Continuous Process Improvement
• Customer Understanding ( Consumer Banking)