WHY JOIN THE JSE? The JSE recognises that its success and strength depend on the quality of its employees. We are committed to fostering a culture of continuous learning and high standards of performance. Our employee wellness programme is designed to encourage work-life balance for employees. We naturally seek to empower staff and encourage diversity and opportunities for all.
IntroductionTo manage and oversee the Client Call Centre / Service Team operations and ensure that the team is adequately equipped with the necessary skills and knowledge to provide expert support and relevant information across all markets to all public clients. To co-ordinate CX initiatives and CSC (Client Service Centre) projects.
Key ResponsibilitiesManage costs within the CSC budget for 2023/2024 Financial year, support and collaborate with finance in group-wide initiatives, identifying operating efficiencies and other opportunities including business process efficiencies.Reduce operational vulnerability in CSC.Introduce proactive and ongoing monitoring of the CSC.Effective management of any Service Failures Outages including Crisis.Enhance and improve communication.Involvement and participation in relevant audits and resolution of audit findings.Succession, development, and retention plan for the team.Build and retain motivated, settled, and productive staff that are inspired to tackle the JSE's demanding priorities and enhance employee engagement.Visibly lead the culture change to ensure a more collaborative culture and that staff are committed to the JSE WAY as a new and agile way of working.Deliver and make progress against the agreed project timelines and 2023 milestones for key projects.Produce reports and analyze data to identify trends and issues using data to actively implement improvements.Engage and partner with other divisions to identify and implement improved opportunities for support and collaboration.Participate and implement client experience initiatives.Enhance client-centric culture in the CSC to improve the overall function of the support desk ensuring clients experience a positive difference in the process and turnaround times.Minimum RequirementsGrade 12Certificate in Financial MarketsBCcom Degree (Financial Markets preferable)5 years experience in a Call Centre environment
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