Customer Service Team Manager – Financial Services - South Africa
Core
Manage and coordinate a local Customer Service team in a financial services contact center to ensure high-quality, efficient operations that meet business objectives and regulatory requirements.
Role type
Senior Customer Service Team Manager (Financial Services)
Builds
Customer service operations and complaint resolution processes for financial services clients
Domain
Financial Services / Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team management, scheduling, policy enforcement, process improvement analysis, complaint resolution, governance monitoring, performance management, stakeholder relationship building
Preferred skills
Knowledge of South African (ZA) systems, policies, and procedures
Technologies
ZA systems
Responsibilities
Manage and coordinate team activities to achieve targets; Schedule resources to meet service level agreements; Address policy breaches; Analyze metrics to drive process improvements; Resolve escalated customer complaints; Monitor governance, quality, risk, and compliance standards; Coach and develop team members; Build relationships with key stakeholders
Seniority
Senior, hands-on IC
