Confirmations Team Manager - Northern Suburbs, South Africa - Tenacity Financial Services

Tenacity Financial Services
Tenacity Financial Services
Verified Company
Northern Suburbs, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Manage daily operations:


  • Ensure all employees comply with policies and procedures to limit risk to the business and end customer
  • Ensure Quality standards are achieved within agreed SLA
  • Drive activations in line with budget
  • Manage the processing of supporting documentation within the turnaround time commitments to affinities
  • Submit all daily queue reports
  • Ensure management controls and reporting are in place to provide appropriate visibility of teams performance both at a process and people level

Coaching and mentoring of team:


  • Identify training needs and ensure adequate training and coaching takes place
  • Weekly coaching sessions conducted with all agents and progress management
  • Develop the team through motivation, counselling, coaching, soft skill training and product knowledge education
  • Conduct QA audits for all agents on a weekly basis

Team Administration:


  • Ensure new starters effectively transition into the team
  • Conduct probation review meetings during first 3 months of employment
  • Address any behavioural concerns in line with the Company's Disciplinary Policy
  • Manage the team's absenteeism in line with the Company's Absence Management Policy i.e. return to work etc.
  • Submit all daily attendance and adherences to workforce management
  • Ensure trackers (IR, Absence & PIP) are updated on a daily basis
  • Ensure all leave transactions is processed on ESS
  • Manage the waybill and overtime/special time to payroll

Team performance, monitoring and reporting:


  • Set, track and report on individual targets for each agent within the team
  • Collate and effectively utilize reports for performance management of department KPI's
  • Conduct monthly performance reviews with team
  • Address any underperformance in line with the Company's Performance Improvement Policy

Resources & Capacity ( people & systems):

  • Ensure that staffing is in line with demand to support turnaround time objectives (effective management of queues and staff adherences)
  • Manage staffing forecasts and requirements
  • Ensure effective recruitment practices when employing new employees
  • Ensure the team has the resources and tools to perform what is expected of them


  • Grade 1

  • Minimum of 2 years' leadership experience
  • Minimum of 2 years' business support experience in a similar role and/or environment
  • Experience in Employee Relations, Poor Performance and Absence Management
  • Experience in leading and managing teams of at least 12 people
  • Software: MS Word, MS Excel, MS Outlook, MS PowerPoint
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