Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

Responsibilities

Operations Management

Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

Organisational Capability Building

Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM) Data

Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organisation has quality data to enable effective customer retention and business development activities.
Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Customer Service

Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
Ensure effective customer relationships and maintain customer satisfaction at all times.

Customer Management

Help manage customer relationships by using relevant systems.

Insights and Reporting

Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Operational Compliance

Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Correspondence

Respond to requests and escalated requests using
telephonic conversation or emails (internal and external
stakeholders).

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)

Experience

5 or more years customer service and contract management experience (Essential). 5 or more years people management experience in a service delivery environment (Essential)

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.