CONTACT CENTRE MANAGER (DIRECT)
Description:
Our client has a challenging new opportunity for a Contact Centre Manager to join their financial services company initially on a contract basis initially until the end of the year.
Within the role the successful applicant will lead and develop a team within the customer service department to provide excellence to their customer base at all times.
Core Responsibilities:
- To effectively manage the day to day delivery of relevant operations service levels, ensuring excellent service is delivered during every client interface.
- To proactively identify and resolve operational challenges, ultimately decreasing risk and improving efficiency and effectiveness.
- Ensuring that Regulatory requirements impacting upon the department are met and developing a culture of compliance within the department.
- To recruit, train, develop and retain a team of people who demonstrate a client centric attitude and have the skills to fully resolve client issues fully and with confidence.
- To leading by example in adhering to procedures, activities and requirements to ensure all cervicing staff are competent or on a clear route to become competent in their roles.
- To demonstrate a team work ethic, working with and sharing your knowledge and experience with your colleagues.
- To proactively review working practices to ensure the TCF principles, policy, procedures, activities are fully embedded, improving ways of working for Clients, staff and the company, in order to satisfy both internal and external regulators or auditors
- To provide robust and detailed feedback and reporting on risks, regulatory matters and issues you have identified to your Line Manager
- To monitor and control the performance management cycle for all staff in the team ensuring all responsibilities of direct reports are fulfilled and ongoing personal development is a continuing commitment by all staff
- To proactively develop and analyse data to provide valuable management information to the wider audience
- To support the complaints procedure, ensuring complaint resolution is expedited
- To act as an escalation point, approving exceptional activities and tasks if required
- To agree and implement standards, guidelines and principles for service quality, including the ongoing monitoring and improvement
- To identify and implement cost saving opportunities whether these be procedural or structural.
- To remain confidential and demonstrate discretion and integrity at all times
- Ownership accountability for actions identified by process improvement initiatives.
- Responsibility for ensuring root cause analysis is embedded into BAU processes.
Core Skills:
- Collegiate approach to problem solving, and dealing with issues
- Ability to communicate at all levels with the organisation, communicating popular and unpopular news and decisions
- Professional manner – acts as a role model and as an ambassador
- Friendly/approachable manner, consistent in dealings with colleagues
- Challenges the status quo – asks the difficult questions
- Works well under pressure
- Assertive, Motivated, Committed to the role and the business
- Deals with potential conflicts / issues in an open, honest timely manner
Core Requirements:
- CF1 and FA2 or equivalent qualification
- IOC – Introduction to Securities Investments, FSA Financial Regulation and completion of a 3rd relevant module.
- Proven track record in a contact / call centre environment – financial services experience would be highly advantageous
- Demonstrable Operational Management experience
- Experience of leading teams and managing multi-shift operations
- Proven ability to manage, motivate and develop large numbers of staff
- Proven track record of effective people management
- Involvement understanding of budget planning review
Core-Asset Consulting offer specialist recruitment services to the Investment Banking, Financial Services, Secretarial Support, and Human Resources markets across Scotland.
"People are the core asset of every business"
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