Banking Voice Delivery Manager

Education and Certification

Qualification: Bachelor s degree in a relevantd iscipline. Commerce or a related discipline; a postgraduate qualification ispreferred.

Specific Remarks:

15 years regular stream of education mandatory

Candidate Expectations

10 years experience in banking voice environment in KYC / AML / Fraud voice process. Strong supervisory/management experience in an operational environment.

Job Description

• Managing the team to deliver to KPIs, by regular team meetings, floorwalks, daily tracking and monitoring of performance against targets,encouraging an environment which best promotes cultural values and behaviours, ensuring theteam have the appropriate training, skills and knowledge to be able to providebest customer services on every occasion, and are motivated to deliver againstchallenging standards of service targets
• Manage the work of the team to ensure that timeliness and quality is theunderlying principle of all process under their control, and to ensure that theteam works within their job descriptions and adheres to relevant policies, processes and controls

Key Skills:

Team Management / Banking / KYC / KPI Management / Customer Service /Quality Management Shift: Candidate should be flexible with shifts