TITLE: SUPPORT MANAGER OPERATIONS REPORTS TO: OPERATIONS MANAGER Perm Role, Based in Cape Town Job purpose To be responsible to oversee and actively lead a specific teams total operational capabilities and output, to support the business and client service strategy. In this role you will function as a subject matter expert and act as a point of escalation. You will also advise and support in the analysis, development, and implementation of best practices across the servicing value chain. Key outcomes The following outcomes will be expected to be achieved by the Support Manager Operations: Implementing, evaluating, and ensuring that the teams day-to-day output is in line with the servicing value proposition, and supports the overall business strategy. Ensuring that your team performs according to contracted performance areas to deliver the highest level of service to stakeholders. Ensuring daily control procedures are adhered to, and pro-actively identify and manage operational risks. Continuously evaluating and improving processes 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 maximising 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 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. Having and maintaining a technical understanding of all Companys offerings and the ability to apply that understanding to daily outputs. Identify training needs and talent within the team and ensure effective training and development takes place, both on the job and via external courses if applicable. Seeing to the overall well-being of the team and meeting their needs and expectations where necessary. Performance reporting and data analysis. Contribution to ad hoc projects aimed at streamlining processes and help ensure that it is successfully implemented within the wider team. Qualifications and experience Matric with relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma) Minimum 5 years proven people management experience within Financial Services Industry Experience in the LISP industry will be to your advantage Experience with process improvement methodologies Ability to develop and implement process controls to reduce risk to the business 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 Willingness to travel Excel proficiency at an intermediate level will be to your advantage
