Delivery Manager, Customer Service - Financial Services

WNS; Cape Town; On-site; ZAR 420,000 - 640,000; Full time

Job summary

WNS in Cape Town seeks a Customer Service Manager to lead and develop the local Customer Service team, ensuring high quality and efficient service aligned with business objectives and regulatory requirements.

The role focuses on coordinating activities, managing resources, monitoring performance, and driving improvements while maintaining strong stakeholder relationships and fostering a results-driven, collaborative work culture.

Qualifications

• Experience in a high performance contact centre environment.
• Experience in customer service within the financial services contact centre sector.
• Experience in managing staff in a contact centre environment.
• Experience working in a regulated environment.
• Knowledge of ZA systems, policies and procedures is an added advantage.

Responsibilities

• Manage, coordinate and track the Customer Service team activities to achieve plans, targets and objectives.
• Schedule resources to meet service delivery requirements and SLAs.
• Address breaches of policy to resolve issues and prevent recurrence.
• Analyze MI and processes to drive improvements.
• Resolve escalated complaints and issues to achieve best outcomes for customers.

Skills

People management

Team leadership

Customer service excellence

Process improvement

Regulatory compliance

Education

Matric/Grade 12

Job description

WNS in Cape Town seeks a Customer Service Manager to lead and develop the local Customer Service team, ensuring high quality and efficient service aligned with business objectives and regulatory requirements.

The role focuses on coordinating activities, managing resources, monitoring performance, and driving improvements while maintaining strong stakeholder relationships and fostering a results-driven, collaborative work culture.