Customer Service Team Manager – Financial Services

About the role

WNS Global Services, a global Business Process Management (BPO) provider, is hiring a Customer Service Team Manager for its Financial Services team in South Africa. The manager leads the local Customer Service team so that it delivers a high-quality, efficient operation that protects the company's reputation, meets customer needs and complies with business objectives, standards and regulatory requirements.

Key responsibilities

• Manage, coordinate and track the Customer Service team's activities to achieve agreed plans, targets and objectives.
• Schedule resources to meet delivery requirements and service level agreements, and manage adherence to schedules.
• Address breaches of policy and process with team members until resolved and the impact eliminated.
• Analyse metrics and process effectiveness to recommend and drive improvements.
• Resolve escalated complaints and issues, escalating further when needed, to achieve the best outcome for the customer.
• Monitor governance, quality, risk and compliance standards, including regular control self-assessments.
• Motivate, coach and develop team members, and manage performance actively.
• Build relationships with key stakeholders to resolve cross-functional issues, share best practice and improve efficiency.

Required profile

• Matric/Grade 12.
• Experience in a high-performance, fast-paced contact centre.
• Proven customer service experience in a financial services contact centre.
• Experience managing staff in a contact centre and working in a regulated environment.
• Knowledge of South African systems, policies and procedures is an added advantage.

Required skills

• Patience, assertiveness and strong rapport-building skills.
• Time management, emotional intelligence and the ability to influence and motivate others.
• Team player, flexible and self-motivated.