Team Manager - Johannesburg, South Africa - Bayport Financial Services

Thabo Mthembu

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Thabo Mthembu

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Description

The Client Service Team Manager is responsible for the overall direction, coordination, quality, and productivity of the Client Services team.

The Team Manager will work closely with front-line staff, support departments, internal/ external stakeholders, and the management in support of business needs.

He/She needs to make sure that the departmental service level agreements are met and maintained.

This role is ideal for a highly self-motivated individual who has substantial team management experience in a contact environment, passionate about providing the best possible levels of customer services, and customer experience and has experience with motivating and driving performance improvements within the team.


EDUCATION

MINIMUM QUALIFICATIONS
Matric or relevant NQF Level 4 qualification


DESIRED/ PREFERRED REQUIREMENTS
RE 05 qualification (FAIS (Financial Advisory and Intermediary Services) Compliant) and/or relevant qualification advantageous.

Recognised management qualification advantageous.


EXPERIENCE AND KNOWLEDGE

MINIMUM REQUIREMENTS
Minimum 2+ years' experience in a Customer Service-related role

Minimum 2+ years experience in a complaints management role, in the banking or financial services industry


DESIRED/ PREFERRED REQUIREMENTS
Experience in working with inbound and outbound calls, customer retention, and collections experience preferred.


INDUSTRY EXPERIENCE
Minimum of 3+ years' experience in the financial services sector


OTHER REQUIREMENTS

Specialist knowledge of the following legislation:
National Credit Act (NCA)

Financial Advisory and Intermediary Services Act (FAIS Act)

Consumer Protection Act (CPA)

Strong knowledge of Market Conduct

Proven experience in relationship building and management with a track record of dealing with
Ombudsmen, Regulators and other Statutory Bodies/ Third Parties

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