Qualification: Bachelor s degree in a relevantd iscipline. Commerce or a related discipline; a postgraduate qualification ispreferred.
Specific Remarks:
15 years regular stream of education mandatory
Candidate Expectations
10 years experience in banking voice environment in KYC / AML / Fraud voice process. Robust supervisory/management experience in an operational environment.
- Managing the team to deliver to KPIs, by regular team meetings, floorwalks, daily tracking and monitoring of performance against targets,encouraging an environment which best promotes cultural values and behaviours, ensuring theteam have the appropriate training, skills and knowledge to be able to providebest customer services on every occasion, and are motivated to deliver againstchallenging standards of service targets
- Manage the work of the team to ensure that timeliness and quality is theunderlying principle of all process under their control, and to ensure that theteam works within their job descriptions and adheres to relevant policies, processes and controls
- This includes reviewing call monitoring and Quality Domain exposure ( Banking / KYC)
with effective performance management ofteam and individuals to ensure Key Performance Indicators, targets andobjectives are met.
- Provide feedback, support and guidance where necessary.Lead, Coach and Support the effective performance of the Team to provide alevel of customer service to both internal and external customers that ensuresfirst class customer focus and delivery (including first line management ofemployee attendance, appraisals, performance, discipline and grievance instigating/conducting informal & formal measures when appropriate).
- Resolve conflict between customer and bank, and maintaining teamcredibility, including handling escalated queries/complaints.
- Make full use of systems to progress decisions that are right for thecustomer, profitable to the company and the performance of the team.Preparation of management reports and information, utilising anddeveloping alternative/improved methods of gathering information, to allow moreeffective reporting.
Key Skills: Team Management / Banking / KYC / KPI Management / Customer Service /Quality Management Shift: Candidate should be flexible with shifts