Customer Service Manager - Florida

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ROLE PURPOSE

Manage the day to day activities of client service delivery through effective people and service management in order to foster client centricity, increased productivity and enable operational excellence.

REQUIREMENTS

Diploma in business management

FAIS related qualification or Regulatory Exam (preferred)

3-4 years’ experience managing a sales or service environment in the financial services industry

2 years’ management experience (preferred)

Ability to speak African languages or multi-lingual (preferred)

Understanding of the relevant legislation (General Code of Conduct for Authorised Financial Services Providers and Representatives, Financial Advisory and Intermediary Services (FAIS), Protection of Personal Information Act (POPI), Long Term Insurance Act, Treat Customers Fairly (TCF, etc.)

RESPONSIBILITIES AND WORK OUTPUTS

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.

Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.

Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted

Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.

Effectively manage performance within the team in order to ensure business objectives are achieved

Encourage innovation, change agility and collaboration within the team

Arrange that employees are effectively recognised and rewarded in line with organisational practice

Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans.

Control the budget for area, including the authorisation of expenditures (including payments from the service office and implementation of financial regulations.

Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.

Plan and implement a cycle of medium term improvements to drive pricing of services and products.

Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.

Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.

Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability. Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings

Job ID : , #1518, 153 views,

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