Specialist (Service Quality) - Shared Services

Description:

The purpose of the Service Quality Team is to...”drive the Client Experience internally & externally within Retail Operations through coaching, trend analysis and…service!”

Main responsibilities

Responsibilities of a Coach:

? Examine an individual’s performance, with the ability to map out a “coaching plan of action”, with the aim of achieving optimum results i.e. coach for performance
? Utilise knowledge and understanding of the Client Experience, with the ability to coach behaviours
? Draw on emotional intelligence to motivate and coach individuals to reach their full potential
? Provide monthly coaching reports to Team Leaders regarding coaching interventions discussed with Operations Consultants.

Responsibilities of an Evaluator:

? Evaluate service interactions, in order to enhance service delivery.
? Assess and monitor the quality of the end-to-end Client Experience - from initial interaction to completion of service requests (telephone, e-mail, fax) according to the company standards.

General responsibilities:

? Ongoing assessment and monitoring of the effectiveness of training, mentoring & coaching of existing / new staff.
? Facilitate ad hoc workshops for new / existing Operations Consultants.
? Monitor and audit the quality and quantity of designated processes & procedures within the Service Quality Team
? Identify any training needs and recommend appropriate interventions to Team Leaders, Operations Managers & Training department.
? Qualifications


Qualifications:


? Top tier performer (for the last PA period)
? Client interaction / servicing experience – compulsory
? Coaching / training / mentoring experience – advantageous
? Extensive knowledge of the investment industry – strongly advantageous
? Quality Assurance experience – advantageous
? Relevant Business Degree – strongly advantageous

Skills/Competencies and experience

? Strong emphasis on coaching for performance.
? A good understanding of Client Experience principles and methodologies.
? Familiar with MS Office package (specifically Excel).
? Excellent interpersonal and communication skills – to report feedback at all levels of Management.
? Assertive and a strong team player, yet able to work independently.
? Analytical skills.
? Able to take initiative, exercise sound judgment and decision making.
? Ability to build relationships with stake holders in the business.
? Ability to work under pressure and meet deadlines.
? Methodical and attention to detail.
? Report writing skills.
? Detail oriented.
? Excellent communication skills.
? Tenacity and execution.
? Creative!!!