Job Description:
Junior Customer Operations Manager
Introduction

My International Client in the Financial Services industry is looking for Junior Customer Operations Manager

Purpose:

To support the Senior Customer Operations Manager with the management of the Customer Operations ensuring the development and delivery of a high-quality and efficient customer operations that limits reputational damage and meets the needs of the customer in line with business objectives, standards and regulatory requirements.

Key Accountabilities

Deliver and improve on all applicable Customer Operations Center’s key performance indicators via the Team Managers
Support the Snr Operations Manager in the day to day running of the operations
Communicate effectively by motivating operational teams and Team Managers to achieve operational daily targets
Set out performance objectives and development plans to actively mobilize talents across teams through the MyProgress and the coaching platforms • Manage teams to deliver high quality of excellence to customers by driving customer centric outcomes
Accountable for ensuring that contracted service levels are met
Compliance with all relevant policies & procedures of all team members according to the Code of Conduct, Office Rules and CSA’s.
Contribute to the development of policies affecting the processing centre and report writing as requested
Implementation of change whether regulatory, system, process or operational through effective change management and the relevant governance structures
Assist with the creation and maintenance of processes documentation, how to guides, the MyProgress toolbox oversight and L&D training framework Work closely with support functions like WFM, QA, MI, L&D CI and Coaching Manager for a holistic view and a multi-dimensional operational input
Manage overtime reports and payroll data for submission and approval in live with forecasted budget and relevant cost controls
Able to delegate and to manage the workflow throughout the department through daily workload balancing, optimal resource deployment and tactical operational execution
Attend to team members concerns and resolves issues within the scope of your authority timeously
Responsible for the management of immediate reporting staff, including the completion of monthly MyProgress discussions for Team Managers discussions
Address breaches of policy & process with team members to ensure it gets resolved timeously with appropriate preventative measures in place to mitigate any future risk
Communicate strategy in a clear and tactical manner to the team to ensure the successful execution.
Gather feedback for team to feed back into various business units and stakeholders.
Build strong lasting relationships with key stakeholders in order to effectively resolve cross functional issues, share best practice & implement efficiencies to meet company goals.
Holding regular performance discussions and manage performance and discipline.
Encourage harmony by creating a positive working environment where recognition takes place
Qualifications and Experience

At least 3years experience working in a high performance, fast-paced contact centre/call centre environment
Proven experience of customer service in the financial services industry contact/processing centre environment
Workload balancing to effectively manage work queues in line with the contracted SLA
Sound people management principles to create a good team morale
Experience of working in a regulated environment