Customer Service Team Manager – Financial Services - South Africa

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Manage the local Customer Service team ensuring the development and delivery of a high quality and efficient customer service operation that limits reputation damage and meets the needs of the customer in line with business objectives, standards and regulatory requirements.

Key Responsibilities Areas

•    Manage, coordinate and track the Customer Service team activities in order to achieve agreed plans, targets and objectives

•    Scheduling resources to meet customer service delivery requirements and service level agreements and actively manage adherence to schedule

•    Address breaches of policy and process with team member to ensure it gets resolved and to eliminate ongoing impact

•    Analyses MI, process effectiveness in order to make recommendations and drive process improvements

•    Resolve escalated complaints, issues and problems, which may include further escalation as required, to achieve the best possible outcome for the customer in line with policy and processes

•    Monitor the effectiveness of governance, quality, risk and compliance standards to ensure activities and decisions are aligned to risk, legal and regulatory requirements inclusive of regular control self-assessments.

•    Motivate customer service team members to perform at their best by living the values and promoting a results focused and harmonious working environment.

•    Monitor, coach and develop customer service team members to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience

•    Active performance management of operational teams

•    Builds relationships with key stakeholders in order to effectively resolve cross functional issues, share best practice and identify and implement efficiency to meet company goals

•    Matric/Grade 12

Experience Required

•    Experience working in a high performance, fast-paced contact centre/call centre environment

•    Proven experience of customer service in the financial services industry contact centre/call centre environment

•    Experience in managing staff in a contact centre/call centre environment

•    Experience of working in a regulated environment

•    Knowledge of ZA systems, policies and procedures will be an added advantage

Behavioural Traits Required

•    High degree of patience and assertiveness with excellent rapport-building skills

•    Positively contribute and lead in team activities

•    Takes pride in work, checking own for quality i.e. Lead by example

•    Maintains effective time management

•    Have a positive attitude and the ability to influence and motivate others 

•    Effective emotional intelligence (EQ) 

•    Team player 

•    Flexible 

•    Self-Motivated