Team Leader Service and Support

SUMMARY:
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POSITION INFO:

Manage the Service and Support and Onboarding Team overall, to provide effective and accurate resolution/output within SLA and ensuring excellent client service is maintained.

Ensure a full understanding of the products and services provided by Itransact/and client
Ensure a full understanding of systems and operational processes utilized and attended to by the Team
Ensure a full understanding of the regulatory requirements performed at onboarding Team and adherence to these requirements
To build and manage all client/Investor relationships as required
Ensuring a full understanding of the principles of TCF and how these translate into the overall objectives of the company.
Ensure that a culture of TCF is entrenched within the business, through ongoing communication / awareness and training sessions and leading by example.
Robust complaints management, record keeping and root cause analysis processes
All employees are responsible for complying with the principles and practices of Information Security Management. It is incumbent on all employees to fully understand the policies  in ensuring the security of all information within the business.
Supporting management in raising incidents, implementation of controls, processes and supporting tools to comply with and manage information security risks

Managing the daily operations of the Service, Support and Onboarding team; Work under extreme pressure and deal with irrate clients
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of client and industry developments;
Need to ensure that up to date knowledge on products, systems and processes is attained and applied accordingly;
Build and maintain client relationships at individual and corporate level;
Need to ensure that service level meetings are held and maintained;
Monitoring random calls and written communication to improve quality, minimise errors and track operative performance
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the service team and preparing reports;
Handling the most complex customer complaints or enquiries;
Project management: new development, testing and implementation of new products, client take-ons

Resource Management
Coaching, motivating and retaining staff;
Monitoring performance against Service Level Agreements;
Improving performance by raising efficiency and sourcing challenges;
Monitoring compliance function related to the security checks, FICA, Screening etc.
Risk and Incident Reporting
Need to ensure that up to date knowledge on TCF and POPI and applied accordingly in the area.
Able to enforce and monitor all policies rolled out from a governance aspect.
It is incumbent on each employee  to ensure that their skills and knowledge remain current. Company will provide employees with the relevant training applicable to our business environment, it is then expected that employee’s will ensure that they attend such training sessions as is necessary to guarantee continued competence in an ever-dynamic industry.
Employees must fully understand the Principles of TCF and how it relates to our service to our clients

Experience:
5 years’ industry experience
Minimum 2 years’ management experience
Qualifications:
Relevant tertiary qualification or suitable experience