Job Overview: Sharp Financial Services Tanzania Limited is seeking an experienced and dynamic Customer Service and Verification Manager to lead and oversee our customer service operations and verification processes. This role is critical in ensuring exceptional customer experiences and maintaining compliance with verification standards to achieve business objectives.
Key Responsibilities:
Customer Service Management:
- Develop and implement customer service policies, procedures, and standards to ensure a consistent and excellent customer experience
- Oversee the daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries and complaints
- Monitor customer service metrics and KPIs, such as response time, resolution time, and customer satisfaction scores, and implement improvements as needed
- Train, mentor, and supervise customer service team leaders and representatives to enhance their skills and performance
Verification Process Management:
- Design, implement, and monitor verification processes to ensure compliance with regulatory requirements and internal policies
- Collaborate with the compliance and risk management teams to update verification protocols and stay abreast of changes in regulatory requirements
- Manage the verification team to ensure accurate and timely verification of customer identities and transactions
- Analyze verification data to identify trends and areas for improvement
Team Leadership and Development:
- Build and maintain a high-performing team through effective recruitment, training, and development
- Conduct regular performance reviews and provide constructive feedback to team members
- Foster a positive and collaborative team culture that encourages innovation and continuous improvement
- Implement team-building activities and professional development programs to enhance team skills and morale
Stakeholder Collaboration:
- Work closely with other departments, such as Marketing, Sales, IT, and Compliance, and others to align customer service, verification, and telemarketing efforts with overall business goals
- Communicate regularly with senior management to provide updates on customer service performance, verification compliance, and telemarketing results
- Collaborate with the IT team to ensure the effective use of technology in customer service, verification, and telemarketing operations
Qualifications:
Education:
- Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field. A Master’s degree is a plus
Experience:
- Minimum of 7 years of experience in customer service, with at least 3 years in a leadership role
- Proven experience in managing verification processes and telemarketing campaigns
- Strong understanding of regulatory requirements related to customer verification and telemarketing
- Experience in the fintech or financial services industry is highly desirable
Skills and Competencies:
- Excellent leadership and team management skills
- Strong analytical and problem-solving abilities
- Exceptional communication and interpersonal skills
- Ability to develop and implement effective policies and procedures
- Proficiency in customer service software, CRM systems, and telemarketing tools
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
Personal Attributes:
- Customer-focused mindset with a passion for delivering exceptional service
- High level of integrity and professionalism
- Strategic thinker with the ability to drive results
- Collaborative and able to work effectively with cross-functional teams
Please send your resume to [email protected]
Deadline for application should not be more than 10th August2024.
Only qualified candidates will be contacted.
