Job Purpose:

The role holder is responsible for overall leadership of the service center to achieve customer service excellence whilst ensuring implementation of an effective risk management framework through efficient utilization of resources.

Key Responsibilities:

• Customer Service Management: Drive a customer-centric culture, ensuring high service standards and prompt resolution of customer issues.
• Operational Leadership: Oversee day-to-day service center operations, ensuring smooth workflows and optimal resource utilization.
• Risk Management & Compliance: Implement and maintain an effective risk management framework, ensuring adherence to regulatory and internal compliance requirements.
• Performance & Efficiency: Monitor key performance indicators (KPIs) and implement strategies to enhance efficiency, productivity, and service delivery.
• Team Leadership & Development: Provide guidance, coaching, and motivation to staff, fostering a high-performance work environment.
• Resource Optimization: Ensure efficient allocation and utilization of resources to enhance service delivery while controlling operational costs.

Daily Responsibilities:

• Drive the day’s business through facilitation of staff briefs (Morning Briefs, SSP meetings).
• Review reports (Force pay, Suspense accounts, Trial Balance, Accounts opened and closed).
• Customer service and attending to customer issues.
• Review and resolve customer complaints.
• Staff administration.