Client Service Delivery Leader

Momentum; Sandton; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Momentum is seeking a seasoned Client Service Manager to lead teams delivering client service processes in Sandton, Gauteng. Ensure policy adherence and regulatory compliance while driving service quality and reporting.

Role requires 6–8 years in financial services and 3–5 years people management, with exposure to call centres. Build strong client relationships and oversee end-to-end service performance.

Qualifications

• 6-8 years experience in financial services industry
• 3-5 years people management experience
• Exposure to a call centre or client service environment with proven knowledge of customer service principles and practices (desirable)

Responsibilities

• Contribute to the development of a client service strategy that enables a positive client experience and business objectives.
• Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
• Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
• Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Monitor operational results and backlogs and adjust according to service delivery requirements.
• Deliver meaningful and relevant reporting on client service functions and trends as required.
• Review performance in line with business objectives and realities to ensure optimal performance is maintained.
• Act as an escalation point to assist Client Service Team Leaders addressing client queries.
• Ensure team&rsquos adherence to correct procedure when following up on queries.Identify and report process and system failures and enhancements to improve client experience.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

Skills

Financial services experience

People management

Customer service knowledge

Job description

Momentum is seeking a seasoned Client Service Manager to lead teams delivering client service processes in Sandton, Gauteng. Ensure policy adherence and regulatory compliance while driving service quality and reporting.

Role requires 6–8 years in financial services and 3–5 years people management, with exposure to call centres. Build strong client relationships and oversee end-to-end service performance.