Job Summary

To plan, manage and monitor the implementation of customer service activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

Management of the assigned area: Allocate duties, workflow management and query resolution to team leaders in order to achieve operational targets including prioritisation and work schedules. Reporting on internal and external SLA and TAT with the manager and address any process failures specific to the area. | Team management: Planning resources for optimisation, including leave request, resignations and access control. Manage talent and succession planning and performing mentoring and coaching when required. | Cost / Financial management: Monitor expenses and ensure unit remains within the budget. Review cost allocation on a monthly basis and investigate items not correctly charged to the department. | Risk Management: Ensure all regulatory requirements are adhered to. Ensure the process, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team. | : | : | : | :

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)