Operations Team Manager for Financial Services CorporateOperations Team Manager
Department: Operations
Reporting line: Manager Operations
The Operations Team Manager is a highly focused, energetic and responsible position. This role will be responsible to ensure that the reporting staff members understands and satisfies the customer requirements and will be responsible to create a culture of service, accountability and ownership.
The main focus is to deliver high standards of service to customers by making the most effective and efficient use of operations staff, technology and resources. To meet these responsibilities, the team manager must be a combination of expert service provider, coach, trainer, mentor, motivator and have a sound technical capability to understand and resolve complex scenarios.
Duties and responsibilities

Duties include working with cross-functional teams to deliver exceptional service to all customers according to the published service levels and quality standards and ensuring that these service levels are benchmarked regularly against industry standards.
The role requires a technical strong individual to identify root cause analyses in back office administration and working across support areas to resolve
Cultivate a performance driven team collaborating with support- and other operational teams
The candidate must have a willingness to work non-standard business hours.
Responsible for ensuring the back office agents have the knowledge and skills to answer inquiries, requests for support or problems quickly and effectively. Validate that training programs are adequate to provide back office agents with solid product and service knowledge, as well as customer handling skills.
Agent Performance: The performance of individual agents is essential to the success of a service centre. Managers are responsible for recruiting, training, managing and monitoring agents so that they have the skills and knowledge to meet customer service standards consistently.
Resource Balancing: The manager is responsible for using those resources efficiently and cost-effectively . The challenge for many managers is to ensure that the right level of resources is available to meet customer demand.
Required to identify areas of concern and investigate root cause. Document and present recommended solutions to management and once approved then implement.
Identify and review key process outputs specifically for problematic performers and coach and train identified individuals to achieve improvement in outputs.

Minimum requirements:

Must demonstrate the ability to write professionally for varied audiences
Must consistently meet deadlines and service commitments with the right quality output
Must have excellent verbal and written communication skills
Customer service experience (5+ years)
Junior Management /Supervisor experience (3+ years)
3 -5 year Back office processing experience
Strong technical processing ability
Ability to work on MS Access
Industry experience (3+ years) will be an advantage
Work flexi hours: 4h00 to 12h00
Degree in business administration/management will be an advantage

The individual needs to:

Be highly organised, energetic and enthusiastic
Be self-motivated and a good communicator
Be early adopter and team player
Display problem-Solving Skills
Have effective people management skills
Have leadership Skills: Team Manager will need to motivate the team, work with them to make sure they abide by all company policies and procedures.
Display customer Service/Communication Skills: the team Manager talk, listen and help resolved conflicts with customers. Team Manager should be able to listen effectively to find the root cause of issues, and communicate clearly and in a friendly way to solve the issue and keep the customer happy. Those communicating over email or live chat will need to be able to write well, with correct grammar.
Have the ability to produce creative ideas to ameliorate customer service standards and keep reporting staff motivated and engaged.
Have the ability to work under tight deadlines and strict situations.
Be able to supervise the teams perfectly even in remote situations.