Call Centre Manager : Asset Management | Cape Town

Our client in the Banking and Investment Sector has a fantastic opportunity for a Call Centre Manager: Asset Management. The successful candidate will be responsible for minimizing financial and reputational risk exposure relating to administration functions for internal and external stakeholders within the company through enabling others.

Job Responsibilities:

• Build strong relationships with external stakeholders by identifying needs; paying on time; resolving queries timeously; networking and regular communication.
• Build and maintain working relationships by fostering collaboration; ongoing communication; assigning responsibility and accountability and sharing relevant information.
• Ensure transformational targets are met for own team through consideration of targets during the staff recruitment, retention and training process and utilizing suppliers listed on the preferred supplier list.
• Contribute to a culture conducive to the achievement of transformation goals by participating in the company’s culture-building initiatives (e.g. staff surveys etc).
• Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
• Create a client service culture through various required interventions.
• Support and encourage staff to participate and support corporate responsibility initiatives.
• Achieve operational excellence by supporting the implementation of business optimization improvement through team engagement.
• Encourage the team to generate innovative ideas and share knowledge.
• Improve turnaround times by mentoring staff and measuring performance according to SLAs.
• Contribute to business unit profitability by preventing and minimizing financial losses and monitoring expenses.
• Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognizing and rewarding achievement and taking appropriate corrective action where required.
• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agreeing on appropriate action to be taken.
• Motivate staff to perform and contribute to the success of the business by creating an environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision-making processes.
• Stay abreast in the field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
• Contribute to team effectiveness by following the recruitment process when recruiting talent.
• Maintain a capable high-performing team and ensure an environment for optimal performance is created by identifying a talent pool through conducting career conversations; utilizing the talent grid principles and developing talent retention programmes (e.g. rotation).
• Ensure self and staff understand and embrace the company’s Vision and Values by leading by example and reinforcing values during meetings.
• Manage the onboarding process of new employees by ensuring execution of preparations according to the onboarding checklist.
• Meet team objectives by scheduling and coordinating staff and resources according to daily SLAs.
• Improve team performance by identifying staff performance gaps from assessment evaluations; analyzing performance data from the Management Information System (MIS); mentor and coach.
• Drive workflow efficiency by reviewing work for quality; constantly checking and monitoring systems; allocating resources; organizing staff and coordinating activities according to work volumes.
• Resolve work obstacles by investigating; identifying root causes; selecting best alternatives and providing feedback to relevant stakeholders.

Qualifications:

• Matric / Grade 12 / National Senior Certificate
• National Diploma: Financial Management

Experience:

• 2-3 years of people management experience in financial risk and process management

Technical / Professional Knowledge:

• Business administration and management
• Client service management
• Communication Strategies
• Consumer behaviour
• Financial Accounting Principles
• Governance, Risk and Controls
• Principles of project management
• Relevant the company’s product knowledge
• Staff resource planning
• Management information and reporting principles, tools and mechanisms

Behavioural Competencies:

• Aligning Performance for Success
• Coaching
• Customer Focus
• Facilitating Change
• Guiding Team Success
• Delegation and Empowerment