Our client based in Cape Town is looking for a customer services operations team leader in the LISP (Linked investment service provider) to lead a dynamic team, it’s a contract base role.

Responsibilities
Assist the Manager with overseeing of the actively and lead for a specific team’s total operational capabilities and output, to support the business and client service strategy. To advise and support in the analysis, development, and implementation of best practices across the servicing value chain.
Assist the Manager with implementing, evaluating, and ensuring that the team’s day-to-day output is in line with the servicing value proposition, and supports the overall business strategy.
Drive accountability for the team to perform according to contracted performance areas and to deliver the highest level of service to stakeholders.
Ensuring daily control procedures are adhered to, and pro-actively identify and report on operational risks.
Continuously evaluate and report on process improvements to ensure effectiveness, efficiency, and risk management.
Mentoring and coaching of team members, including coaching in effective query management and resolution.
Identify ways of promoting accuracy and maximizing productivity within the team.
Ensuring effective communication with internal and external stakeholders.
Assisting with the implementation of changes to existing products and processes as well as new products.
Maintaining high levels of teamwork within the Operations team, different departments, and external parties to resolve client queries.
Evaluating problems regarding service issues and enquiries to determine their importance and urgency, perform investigations when necessary and respond with an appropriate solution in a timely manner.
Responding in a professional, timely and empathetic manner to both written and telephonic enquiries from internal and external clients.
Building and maintaining professional relationships with intermediaries as well as other internal and external stakeholders.

Qualification
Grade 12
Relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma) advantageous
A minimum of 5 years’ experience within the LISP industry
Consistent good KPA performance over the past 5 years
Experience with process improvement methodologies
Strong analytical and problem solving skills
Strong interpersonal and client relationship skills
Strong communication skills (both verbal and written)
Proven ability to work independently and proactively
Excel proficiency at an intermediate level will be to your advantage

Job Type:
Contract 12 months

Workplace type:
Hybrid

Location:
Cape town, Bellville

Experience Level:
Team Leader