Marvin Marshall Email & Phone Number

City Of Cape Town, Western Cape, South Africa

Team Management & Leadership: Oversee daily operations, ensuring team members meet performance standards and adhere to company policies.Coaching & Mentorship: Provide guidance, support, and ongoing training to enhance team skills and professional growth.Performance Monitoring: Track individual and team KPIs, analyze performance data, and implement corrective measures when needed.Client Relationship Management: Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions.Process Improvement: Collaborate with cross-functional teams to streamline workflows, reduce inefficiencies, and enhance the customer experience.Reporting & Analysis: Generate detailed reports for management on team performance, customer feedback, and trends to inform strategic decisions.Stakeholder Collaboration: Work closely with internal departments and external partners to ensure alignment on client care objectives.Fostering Team Culture: Promote a positive, inclusive work environment that encourages teamwork, innovation, and employee engagement.

City Of Cape Town, Western Cape, South Africa

As a Complaints Management Officer at Capitec Bank on behalf of the Ombudsman's Office, I play a pivotal role in upholding justice and integrity. My responsibilities include meticulously reviewing complaints, conducting thorough investigations, and facilitating fair resolutions. I employ advanced conflict resolution and communication skills to mediate disputes, ensuring all parties are heard and respected. With a keen analytical eye, I ensure decisions are evidence-based and compliant with regulations. My empathetic approach fosters trust and confidence among complainants, reinforcing the public’s faith in the Banking Industry, Capitec Bank and our commitment to equitable and transparent processes.

Cape Town, Western Cape, South Africa

Provide mentorship and guidance to team members, fostering a positive and collaborative work environment.Conduct regular team meetings to ensure alignment with organizational objectives.Oversee day-to-day operations, ensuring adherence to banking regulations and compliance standards.Manage and optimize workflow processes to enhance efficiency and reduce operational costs.Contributing to the development of strategic plans for the department and aligned them with organizational objectives.Analyze and resolve complex issues, demonstrating a proactive and solution-oriented approach.Fostered a culture of continuous improvement within the team.

Cape Town, Western Cape, South Africa

Case manage the end-to-end resolution of escalated complaints (including escalations tomanager or other areas as appropriate).Establish the framework for risk assessment, ongoing governance of controls, and complaintsreporting. Facilitate and document a complete risk assessment of Client Registers and manage thereporting and remediation of the agreed activities.Confidently navigate and source information from multiple internal systems and referencematerials.Provide regular feedback to the Client Registers leadership team in order to reduce theincidence of complaints and issues.Support the development of training modules related to complaints and issues.

Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

-Report creation and design via Excel.-Managing productive hours, Sickness and Absence and scheduling of 300 representatives.-Providing Operations Managers with a forecast of daily attendance.-Managing real-time analytics of agent’s daily statistics.-Managing system failure with the IT department.

Cape Town, Western Cape, South Africa

Diagnosing billing and technical errors.Liaise with different departments for information.Tracking escalations and collating this on excel for the purpose of process improvementSubject matter expert.Providing floor support to a team of 10 – 15 associates.