Customer Services Operations Manager - Durban

Our client in the financial services sector is seeking a Customer Service Operations Manager

with a history of delivering outstanding customer service, managing customer complaints

efficiently and creating strategies to reduce the risk of uncollected funds from clients.

The role involves overseeing customer service functions, boosting customer satisfaction and

ensuring the smooth operation of service processes.

The position is based in Durban and may require travel to branches across KZN. A valid driver’s

license and own transportation are preferred.

Responsibilities:

• Oversee daily operations, develop strategies to improve service standards and ensure efficient workflows for a superior customer experience.
• Promptly address and resolve customer complaints while implementing processes to minimize the risk of uncollected funds from clients, working closely with the finance & collections team.
• Mentor, motivate and lead the customer service team to achieve their goals, maintain high performance standards, and identify opportunities for process improvements.
• Ensure adherence to regulatory requirements and company policies, proactively manage risks and track key performance indicators to monitor operational performance and customer satisfaction.

• Matric/ Grade 12
• Minimum of 5 years' experience in customer service operations management within the financial services industry, focusing on customer service and complaint resolution.
• Knowledge of regulatory requirements and compliance in the financial services industry.
• Knowledge of risk management and collections processes in the financial services industry.
• Understanding of FAIS & NCR Act (advantageous)
• Analytical and problem-solving abilities.
• Proficiency in using customer service management software and tools.