Main purpose:

Exciting opportunities have just become available for Assistant Managers in Claremont. We are looking for self-motivated, results-orientated, mature individuals with sound leadership skills, to be responsible for driving performance and achieving the agreed KPIs, while building a positive, people-focused team environment.

Key responsibilities:

Driving operational excellence:
•Leading a team of Associates to perform effectively against targets/service level agreements
•Reviewing and managing each team member’s performance
•Identifying and communicating barriers to performance/service delivery to the Group Manager
•Ensuring adherence to Standard Operating Procedures and company policies

Team leadership:
•Having regular Team Meetings, as well as individual Status Sessions with each team member
•Actively supporting the team to meet their deadlines and targets
•Driving team-building initiatives and supporting company activities
•Supporting the team through periods of change

Learning and development
•Working closely with Operations Support, Training & HR to support the journey of new starters
•Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
•Ensuring that each team member has a Personal Development Plan

Compliance
•Ensure all activities comply with FCA and TCF guidelines

Working hours:
•The campaign’s operational hours are 9h00 to 22h30, Mondays to Sundays
•Rotational shifts will apply

We are looking for individuals who have:
•A Matric/Grade 12 Certificate or equivalent with the minimum of a D aggregate in both English and Maths/Accounting or preferably an individual with A relevant tertiary qualification (preferably in Business Administration/Management, Commerce, Finance and/or Accounting, Engineering)
•A proven track record of 2-3 years’ management experience in a multi-channel customer service /contact centre environment, preferably dealing with international clients or International Financial services
•Proficiency in the following Microsoft packages (Word, Excel & Outlook)
•Sound problem solving and decision-making skills
•Sound team management & leadership skills
•Excellent interpersonal and communication skills
•Strong numerical ability
•Effective negotiation, influencing and persuasion skills
•Strong administrative and organisational skills
•High attention to detail and accuracy
•The ability to learn, understand and master new information and multiple processes quickly, deal with complexity, negotiate and influence
•Effective emotional intelligence (EQ)
•Are:
•Accountable and take ownership;
•Able to cope with pressures and setbacks;
•Able to manage and resolve conflict;
•Able to make sound business decisions
•Able to coach
•Self-motivated
•Proactive
•Client Focused and Customer-service orientated
•A Results-driven team player
•Ambiguous