The purpose of the role is to manage the operational execution of the regional quality control environment to ensure effective and consistent client service delivery.
Requirements
- Grade 12
- Business related degree (preferred) or recognition of prior learning
- 5 - 7 years' client service experience in the financial services industry
- Minimum 5 years managerial experience
Responsibilities And Work Outputs
- Manage quality control team to deliver obsessive service excellence.
- Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process.
- Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
- Manage the implementation of operating procedures and quality service standards related to the applicable client service solution.
- Monitor and evaluate operational processes for quality and effectiveness in collaboration with regional operational managers making adjustments as required.
- Manage a comprehensive quality control function, ensuring timeous and accurate service delivery.
- Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure same-day turn around and service level agreements are consistently maintain.
- Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance are upheld through the quality control environment.
- Deliver meaningful and relevant monthly reporting on regional quality control issues and trends to allow for accurate action by operational teams for relevant HR actions, up-skilling and development of operational service consultants.
- Speed and Quality of service delivery to allow client obsession centric service
- Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.
- Adopt a culture of accountability for regional and cross regional queue management to ensure full turn-around time of quality control items is maintained.
- Take full accountability and responsibility for regional management of service standards delivered to internal and external stakeholders.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage same-day turn-around and service level agreement expectations.
- Effectively manage performance within the team in order to ensure business objectives are achieved at all times.
- Adopt a culture of teamwork and high performance culture by boosting cross regional quality control assistance ensuring overall regional turn-around times and service level agreements are maintained together with high quality output from all quality control teams.
- Manage budget and implement sound financial controls.
- Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
- Take accountability to ensure quality controllers check and verify operational processes and client interactions timeously and accurately to avoid re-works and late processing penalties.
- Report and provide feedback on the effectiveness of financial policy, practice and procedures preventing illegal, unethical or improper conduct.
- Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings Competencies.
