The Business Support Servicing team provides servicing support to our B2B customers across a range of products and services. This involves supporting the use of platforms for existing customers, amending new and existing user access, providing assistance to resolve basic issues and making amendments to credit files. The team manages both a telephony and enquiries queue with most tasks having a short turn-around time. The Operations Team Leader – Servicing is responsible for the day to day management of the team. This includes workforce planning, coaching, development planning, escalation management, continuous improvement, change and working with the Customer Success team to drive improved customer engagement and optimise the use of available platforms/tools.
Essential Minimum five years' experience in customer service/management and 3-5 years' experience in the workforce in a related role. Direct customer interactions and working with customers to establish service management framework expectations. Proven ability to lead, manage, motivate, and provide feedback to staff to develop a culture of excellence. Experience providing 1-1 coaching, group training and working on individual development plans with direct reports. Service level management and reporting. Skills in planning and organizing work allocation and output. Sound skills in business process reengineering. Strong analytical skills with a demonstrated ability to extensively analyse business processes and workflows. Previous experience in designing new processes, understanding drivers for change and articulating high level IT requirements. Ability to establish effective working relationships with clients and business representatives. Ability to influence customers. Facilitation skills to ensure wide understanding and buy in to business processes. Exceptional interpersonal skills. Planning and organisation skills. Desirable Project Management experience. Incident Management experience.
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