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  • Posted: Apr 19, 2017
    Deadline: Not specified
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    In 2005, ACCA secured a fully serviced office in Victoria Island in Lagos, centrally located in the business district and providing a secure environment for ACCA personnel. 2006 represented the first year of operation for ACCA Nigeria: focus has been on providing CPD opportunities for members, student and member networking events and working closely with...
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    Regional Customer Services Manager - Sub Saharan Africa

    Job description

    The Regional Customer Services Manager (RCSM) ensures that a high level of customer service is delivered throughout the region, via a combination of Glasgow and locally-based resources. The RCSM will also support ACCA's student and member retention and affiliate conversion activity in line with the corporate retention plan. In doing so, this job performs a pivotal role in ensuring the continuation of ACCA's sustainable growth and ensuring that the region achieves key business objectives.

    The Job

    On a day to day basis, you’ll be involved in the following:

    • Ensure consistency of customer service across the region, in line with customer service policies and processes
    • Line management of relevant Customer Service employees in the region
    • Become the designated point within the region for escalated issues
    • Act as a conduit of information between the region and Central Head Quarters (CHQ)
    • Ensuring that all priorities, issues and management information in the region are captured and passed for processing
    • Lead and manage call centre setup on-going operations within the region which includes outbound sales and inbound servicing capabilities
    • Collaborate closely with other Regional Customer Service Managers and the central Customer Service directorate to ensure co-ordination of activities undertaken in markets to the overall operations vision
    • Identify and deliver continual improvements to customer services standards, including the identification of possible process improvements, synergies or economies of scale through automation or centralisation etc.
    • Management of risk within the region
    • Play a strong supporting role in the implementation of the on-line migration project
    • Perform line management tasks including recruitment, selecting, assigning, coaching and appraisals for all direct reports in line with the ‘people operating principles’
    • Plan coordinate and execute local support activities to help the achievement of ACCA’s retention and conversion targets for the region
    • Provide appropriate in-market support for transactional engagement with key entities (employers, universities, learning providers)

    The Person

    We’re looking for someone who:

    • Is fluent in English
    • Has knowledge of key customer service metrics and techniques
    • Is strongly customer focused, displaying and fostering positive attitudes at all times
    • Has advanced interpersonal skills with the ability to understand and challenge internal customer needs and forge productive, trust based relationships across the organisation
    • Has good influencing skills in order to deliver change
    • Is highly motivated, proactive and practical, able to work under pressure and balance various requests for assistance
    • Degree educated
    • Competent with Excel

    Desirable qualities:

    • Call centre management experience
    • Experience of identifying and delivering process improvements in a customer service industry
    • Experience of working across different countries and cultures is desirable
    • Experience of managing and being managed remotely

    Method of Application

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