Head, B2C Support at Interswitch

Job Description

• The Head B2C is responsible for promoting the organizations core values and managing the activities of the customer support team to ensure the smooth implementation of operational plans and realization of service level targets.

Responsibilities
Service / Operational Management:

• Ensure appropriate implementation of approved Customer support strategies, policies, and procedures
• Manage the activities of the team to ensure the smooth implementation of operational plans and realization of service level targets
• Manage cross-functional relationships with interfacing/support departments and external stakeholders to ensure compliance with quality and service delivery standards
• Effective management of Contact channel operations towards exceeding key parameters – customer satisfaction, service level, first call resolution (FCR)
• Collaborate with other team members and department to attain high level of customer satisfaction and improve service level/delivery
• Liaise with relevant departments to ensure adequate implementation of controls to minimize occurrences of sub-optimal customer service delivery
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives

Process and System Support:

• Develop problem solving approach for issues impacting negatively on achieving department goals and KPI
• Ensure that all relevant processes and procedures are accurately reflected in the support systems, specifically the CRM and provisioning systems
• Identify and develop processes required for service improvement and customer satisfaction
• Assist in continuously reviewing of business processes, make recommendations for improvement, and implement approved initiatives to foster service improvement and customer satisfaction
• Conduct periodic procedural audit of Customer Support operations to ensure efficient service delivery

Performance & Quality Management:

• Assist in developing and implementing performance management and continuous improvement against established key performance indicators
• Recommend & implement tactical initiatives to improve service efficiencies & enhancements.
• Coach/train/mentor & monitor team activities for execution of the vision, strategy, and goals of Customer Support.
• Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity.
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.

Requirements

• A Tertiary qualification (e. g related to Information Technology) and/ or equivalent experience.
• Experience (Number of relevant years): 3 - 5 years experience in people management and leading a customer service team to achieve challenging targets within a limited timeframe.