Client Services Manager – Call Centre

About the role

The Client Services Manager will lead a call‑centre team delivering high‑quality service to financial intermediaries and end‑clients. The role combines relationship building, team leadership and deep knowledge of call‑centre operations to ensure service excellence.

Key responsibilities

• Maintain excellent client service and implement servicing journeys that improve outcomes for intermediaries.
• Handle escalated queries and complaints, ensuring resolution within contracted SLA targets.
• Oversee recruitment, performance management, training, and general people practices for the team.
• Maintain quality standards across calls and emails, and provide regular performance data.
• Plan capacity, manage workforce scheduling, and support change management initiatives.
• Collaborate with the Training & Development team and influence staff to meet strategic objectives.

Required profile

• Grade 12/Matric with at least three years of proven management experience.
• Relevant financial qualification is desirable; knowledge of Absa products is an advantage.
• Strong numerical ability and advanced Excel proficiency.
• Completed regulatory examinations.
• Demonstrated competencies in treating customers fairly, leadership, decision‑making, and analytical thinking.

Required skills

• Advanced Excel

What we offer

• Opportunity to lead a specialist team within a respected financial services group.
• Exposure to a broad range of investment solutions and client segments.
• Professional development and career growth in a dynamic environment.