Manager: Customer Service - Umhlanga, South Africa - Absa Bank Limited

Absa Bank Limited

Verified Company

Umhlanga, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Bring your possibility to life Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To plan, manage and monitor the implementation of customer service activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description:

Management of the assigned area:

Allocate duties, workflow management and query resolution to team leaders in order to achieve operational targets including prioritisation and work schedules.

Reporting on internal and external SLA and TAT with the manager and address any process failures specific to the area.

| Team management:

Planning resources for optimisation, including leave request, resignations and access control. Manage talent and succession planning and performing mentoring and coaching when required.

| Cost / Financial management:

Monitor expenses and ensure unit remains within the budget. Review cost allocation on a monthly basis and investigate items not correctly charged to the department.

| Risk Management:

Ensure all regulatory requirements are adhered to.

Ensure the process, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team.

Solutioning & Advisory:
Provide ongoing support to senior advisors in driving business development and subsequently business targets through monitoring and identifying opportunities within the portfolio (cross selling and up-selling) |

Client Engagement:
On a regular basis engage with clients around current product requirements and future product requirements to ensure client expectations are met and ultimately value created for business and client | Risk and Control: Ensure that all risk and control requirements relating to the portfolio are met and/or implemented as required | : | : | : | : |:
Education

Bachelor's Degrees and Advanced Diplomas:
Business, Commerce and Management Studies (required)