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    • Client Service Manager - Sandton - JSE Limited

    JSE Limited
    JSE Limited Sandton

    2 weeks ago

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    Description

    About Us

    The JSE Limited recognises that its success and strength depend on the quality of its employees. We are committed to fostering a culture of continuous learning and high standards of performance.

    Our employee wellness programme is designed to encourage work-life balance for employees, while we empower staff and encourage diversity and opportunities for all.

    Job Description

    We are seeking a talented professional to manage and oversee the Client Call Centre / Service Team operations. This includes ensuring the team has the necessary skills and knowledge to provide expert support and relevant information across all markets to all public clients.

    The successful candidate will be responsible for co-ordinating CX initiatives and CSC projects, as well as managing costs within allocated budgets.

    The role requires effective management of any Service Failures Outages, including Crisis situations, and proactive monitoring of the CSC.

    We are looking for an individual who can enhance and improve communications, while also involving themselves in relevant audits and resolution of audit findings and BTB's.

    A key responsibility will be developing and implementing succession, development and retention plans for the team.

    The ideal candidate will be able to visibly lead culture change to ensure a more collaborative culture, with staff committed to the JSE WAY as a new and agile way of working.

    This role involves delivering and making progress against agreed project timelines and milestones, producing reports and analysing data to identify trends and issues.

    Engagement and partnership with other divisions to identify and implement improved opportunities for support and collaboration is also essential.

    The successful candidate will participate in and implement Client Experience Initiatives, enhancing client centric culture in the CSC to improve overall function of the Support desk.

    • Develop and implement strategies to reduce operational vulnerability in CSC.
    • Implement proactive and ongoing monitoring of the CSC.
    • Effectively manage any Service Failures Outages, including Crisis situations.
    • Enhance and improve communications.
    • Involvement and participation in relevant audits and resolution of audit findings and BTB's.
    • Develop and implement succession, development and retention plans for the team.
    • Make clear progress in building and retaining motivated, settled and productive staff that are inspired to tackle the JSE's demanding priorities and enhance employee engagement.
    • Visibly lead the culture change to ensure a more collaborative culture and that staff are committed to the JSE WAY as a new and agile way of working.
    • Deliver and make progress against the agreed project timelines and 2023 milestones for key projects, any other project support as required.
    • Producing of reports, analysing data to identify trends and issues using data to actively implement improvements.
    • Engage and partner with other divisions to identify and implement improved opportunities for support and collaboration.
    • Participate and Implement Client Experience Initiatives.
    • Grade 12.
    • Certificate in Financial Markets.
    • BCcom Degree (Financial Markets preferrable).
    • 5 years experience in a Call Centre environment.

    We offer a dynamic work environment, where you will have the opportunity to grow and develop your skills.

    Please note that this job description is not exhaustive and you may be asked to perform other tasks that fall within the remit of the job.

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