Job Description

Lead, inspire and co-ordinate the Contact Centre management team to create motivated and engaged colleagues. Set the vision for the development of the Contact Centre, staying abreast of new practices and technologies, ensuring that we maintain recognition for the quality of client service across all servicing channels. Design and implement change initiatives and strategic projects including the digital roadmap to deliver strategic change within the team aligned to the rest of Operations, client experience and WIN goals. Be responsible for the end to end client contact process and the client experience, supporting cross Company initiatives to drive improvements, improve efficiency and reduce complaints. Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight. Manage all aspects of budgets and risk within the team. Provide local Line Management to the IT Service desk, ensuring best practice across the team and driving performance aligned to IT goals and technical requirements. To provide support upwards to the Head of Client Operations and the rest of the Operations teams through sharing best practice and providing cover and assistance as required.

Qualifications

Minimum Qualifications
Type of Qualification: FAIS equivalent qualification and  RE1( KI)

Experience Required
Personal and Business Banking
5-7 Years
5 years team leadership & strategy experience, and 7+ years experience in a similar banking/financial role

Additional Information

Behavioral Competencies:

• Developing Strategies
• Directing People
• Embracing Change
• Making Decisions
• Convincing People
• Challenging Ideas
• Interacting with People
• Thinking Positively
• Upholding Standards
• Producing Outputs

Technical Competencies:

• Contact Centre Customer Relationship Management
• Workflow Management
• Operational Planning
• Active Listening
• Handling difficult calls
• Continuous Process Improvement