Managing Costs/Expenses within approved budget to achieve cost efficienciesDeliver Exceptional service that exceeds customers expectations through proactive, innovative and appropriate solutionsCultivate and manage objective working relationships with a variety of stakeholders, including end users, SME’s, Project managers and senior staff membersOngoing service management for the industry client portfolio by managing of daily client service requests for proactive client services and satisfaction, through direct personal action or referral to alternate sourcesProactive supervision of people to avoid customer breakdown by managing and resolving all customer queries efficiently and within agreed timelinesManage the core processes and ensure that the correct procedures are applied and transactions/procedure and processed are followed by the operational specialistsComply with governance in terms of legislative and audit requirementsTrack, control and influence activities with the specific aim to increase and improve operational efficiencies and so call quality management (CQM) through random sampling of callmonitoring, for the industry Collate, manage and report on daily/ weekly/ monthly operational progress as aligned to strategic objectives

Dealing with external couriers (TNT / CCD / DSV / Mr. D)Precise, systematic and rule-orientated in gathering, reviewing and evaluating data from a variety of perspectives; included the ability to work with precision and highlight inaccuracies and inconsistencies in detailed information.Overseeing the delivery process of delivering credit cards to our clients being it new, expired, reissued, replaced, lost, defrauded, and cards that never generated due to technicalerrors or human errors Anticipates, recognizes and meets the needs of internal and external customers, taking responsibility for maintaining the highest service standards and developing and sustaining productive client, stakeholders internal and external relationshipsInvestigate fraud with the couriers (Cut to the core on such issues and apply effective analysis and logic) Manage costs with couriers / Expenses within approved budgetAchieve competence against all key result areas required in loss preventionProcess the clients request in an efficient and caring way (TCF – treat customers fairly)Provide effective and efficient administration support to ensure accuracy in the functional areaAchieve SLA’s within agreed periods

To Identify, formulate, implement operational procedures for impacted business / or functional areas.To mitigate risk or improve operational efficiencies Manage cost to income to increase profitabilityDrive of operational efficienciesManage SLA agreements for the business to ensure cost are containedUse to assess under the Usury act/NCA and NCAA actsLiaise with our credit/legal and risk departments

Outbound contact to our clients to fulfil their service requestAchieving, productivity goals and targets as defined for the teamReceives requests directly from all channelsResolves all cases within escalation SLAIdentify all queries, call types being received directly from the clients and all channels

Ensuring that the quality and service provided by the department and individuals are world classDelivers individual results through personal effort and skill Ensures that SLA’s (Service Level Agreements) are met at all timesIdentifying and monitoring of service failuresEffectively creating healthy relationships with line leaders for service improvementOptimizing of operational quality and service through proactive interaction with staff, team leaders and managers

Dealing with Joint Ventures FNB / Kulula / Vodacom / Wesbank / Discovery and ClicksAssessing the credit worthiness of new and existing clients Ensuring all legal requirements are met (Usury act) ITC checks done, scoring, reviewing conduct of how they handle their accounts, check income and expenditureRe – contracting, Card swaps, Disputes, New, Upgrades, Limit increases, Additional cards and Value ad products

Monitor, track and trace client’s vehicles, check vehicle statusSpecial projects (Fleet testing, unit testing)Follow extreme secure policies (Life’s involved)Dealing with real-life situations (Vehicle theft or hijackings)Liaising with clients, fitment centers, technicians, company administrators for the different fleet vehicles and insurancesCompany carsArrange unit fitments for fleet, our clients (new and existing), insurance companiesClient retention / New contracts / Change of ownership of the tracking unitsTest units in my private vehicle

Telephonic contact to our clients or email to collect outstanding funds owed by customers to the bankCalculate repayments plans to suit the client’s needs to repay the debt (special arrangement)Define a problem, collect data, establish facts, and draw valid conclusionsCritical Thinking and reasoning skills – ability to pursue things logicallyNegotiation skillsStrong Task Management Skills / Prioritizing skillsEvaluate and analyze the risk of the client to the bankApply solid risk analysis to agree on debt consolidation(Usury act)

Delivery of exceptional customer care experienceManage the growth of active customers on the account baseto increase client baseMaximize cross sell opportunities and strengthen clientrelationshipsProvision of an efficient administration service through careful and timeous planning, reporting and updating related information.