Supervisor Client Care and Service Hub

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Job Summary

The Client Care and Assist Hub Supervisor has an overall responsibility on the following aspects of the operations of the Hub: The role is in place to ensure overall day-to-day conduct of targeted inbound and outbound interactions with Business Banking, CIB and Wealth customers taking place through the Hub that has been put in place to serve these customers over a well-defined but dynamic service catalogue. The Hub Supervisor reports into and supports the Client Care and Assist Hub Team Leader in upscaling the Hub into a Centre of Excellence for the relevant services offered through a top-notch service delivery.

Job Description

Conduct of Daily Operations

• The Hub Supervisor works on a 2-shift from 08:30 to 19:30 on banking days only.

- Shift 1: 08:30 – 17:30

- Shift 2: 10:30 – 19:30

• Execute the daily roster and leaves plan diligently.
• Focus on the team’s priorities as directed by the Team Leader and ensure briefing notes and important internal communications are read and understood before start of day operations.
• Support the Hub Team Leader in sustaining the quarterly recognition programme for the team.
• Perform the Maker role in the onboarding of authorised representatives of customers and clients to access the Hub’s services.
• Strictly follow scripts, FAQs and SOPs to standardise the service delivery.
• Support the Team Leader in ensure good housekeeping of the Hub’s repository of reference documents and Book of Knowledge on SharePoint, CX Academy or other approved location as guided by the Hub Team Leader.
• Test systems’ and tools’ accesses regularly for self, and ensure this is also done by the Hub’s Advisors so that all systems and tools can be accessed whenever they are required for BAU or emergency operations.
• Execute the outbound relationship-calling programme, surveys and other campaigns as directed by the VRH Management Team, ensuring targeted sample sizes are achieved.
• Ensure leads are screened as per approved criteria for each segment, are channelled to the appropriate business colleagues on the relevant tool (such as Optimus) and are followed up till closure.
• Ensure all queries, requests and service issues received at the Hub level are logged on E-forms and follow up till closure.
• Oversee key poles of inbound and outbound activities related but not limited to: Account transactions and account-related facilities, Trade Finance-related documents, Online channels support, Online account opening and KYC verification, Payments, Absa Riders, Chat Bot maintenance, Surveys and sales / communication campaigns, Customer insights, Customer refresh support.
• Ensure the Service Level Agreements agreed with business and support areas are followed.
• Support the Hub Team Leader in achieving target metrics and KPIs and proactively make suggestions to the Team Leader or VRH Manager when it is felt that priorities need to be adjusted to stay on top of these metrics and KPIs.
• Diligently populate daily trackers and reporting sheets so that the Hub’s performance on the various activities, metrics and KPIs as well as customer insights come out accurately and right first time to enable feeding into stakeholder reporting.
• Recognise the performance and support of colleagues within the team and outside by recommending / giving a Thumbs Up on an ad hoc basis for deserving ones on the company’s Shujaa Recognition Platform.
• Attend meetings with business and support areas to discuss new / amended services and campaigns to ensure thorough understanding and to take stock of any impact in script, FAQ and SOP – Once decisions have been ratified by the Hub Team Leader, brief or train all Advisors immediately for full alignment.

Handling of Complaints and Service Recovery

• The management of complaints from the relevant customer segments is centralised within the Hub. For this purpose, the Complaint Handling Standard and guidance notes must be strictly adhered to by the full team, as guided by the Hub Complaint Management Supervisor or the Hub Team Leader.
• Ensure complaints are resolved on fast-track, but comprehensively, to meet First Day Resolution (FDR) targets.
• Conduct preliminary investigations on service incidents where customers have been impacted to identify  solutions or redressal actions in view of resolving the complaint promptly and inform the complainant in writing accordingly.
• Where other stakeholders’ views are necessary to identify solutions or redressal actions, or when they are responsible to manage the customer’s expectations, follow up with them closely for prompt outcome - raise risk events where required after alignment with the Hub Team Leader.
• As directed by the Hub Team Leader, log complaints for all negative feedback received through the real-time feedback (RTF) platform following an interaction between a customer and a Hub’s Advisor or Supervisor over the phone or email channels.
• As long as there is no conflict of interest, promptly recover the service given to customers from whom negative RTF has been received.
• Recommend appropriate gestures of goodwill (GoGW) to the Hub Complaint Management Supervisor or the Hub Team Leader according to the Complaint Handling Standard.
• Log all GoGW on the approved tools and execute them (financial and non-financial) after approval from Hub Team Leader.

Quality Assurance

• Ensure the quality of service and the standards of customer engagement delivered to customers are according to the established QA framework, detect areas of improvement and implement remedial actions agreed with the Hub Team Leader or Quality Assurance Team Leader.
• Ensure the following for a consistent and quality service delivery across the team of Advisors: The embedment of the Deliverables of Delight Standards, Use of appropriate scripts when engaging with customers over approved channels, Use of updated templates when corresponding with customers as well as with internal stakeholders.
• Perform QA calibration of engagement (voice and written) between Advisors and customers in a timely manner and coach for improvements.
• Ensure all interactions with customers are systematically logged on the right templates, documented according to the most relevant service categories and tracked for prompt and comprehensive closure.

Training & Coaching

• Perform Role playing and parallel listening with Advisors as key components of the training and coaching programme. The Supervisor should be a skilled and certified coach.
• Proactively report persistent gaps observed in the performance of Advisors to the Hub Team Leader or QA & Training Team Leader.
• Ensure all new to Bank joiners go through the Absa induction programme / mandatory LMS trainings and support them in understanding the expectations.
• Monitor the learning curve and knowledge consolidation of new joiners during the probation period, which should normally end with a proficiency certificate.
• Concert among other Supervisors and proactively recommend to the Hub Team Leader or QA & Training Team Leader any training that would benefit the whole team of Advisors or for themselves.
• Support the Hub Team Leader in ensuring proper record-keeping and certification and/or attestation for all training delivered.
• Hold regular performance conversations with Advisors.
• Deal promptly with poor performance among Advisors with support of the Hub Team Leader.

Risk Management

• Keep close watch on new processes or changes in existing ones to ensure a robust control environment is maintained at all times to manage the risks associated with the operating model of the Hub.
• Support the Hub Team Leader in performing regular proactive process reviews to ensure controls are adequate.
• Ensure Bank policies are strictly adhered to.
• Track for timely implementation of agreed redressal actions further to gaps observed during RACI testing, or resulting from findings during Compliance reviews or Internal Audits.
• Ensure adequate daily control reports are filled accurately and right first time.
• Ensure SOPs / Operations Manual for the Hub are fully understood and strictly adhered to.

Supervision of Supplier’s Personnel

• Supervise the performance of the Supplier’s personnel in the role of Advisors and provide them all support at par with other Advisors in permflex role, without any differentiated approach.

Role/person specification

Preferred Education

• HSC with 3 Main subjects (minimum pass level D) or equivalent.
• Degree / Diploma in any of the following fields: Quality Management, Commerce, Marketing, Tourism, Customer Service, Management, Banking & Finance or suitable alternative.

Preferred Experience

• At least 3 years working experience at Supervisory level in customer care, service sector, contact centre environment, or banking sector.
• Proven experience in driving a small team for performance in a fast-moving sector such as contact centre environment, back-office client operations or equivalent customer-driven operations in the financial service sector.
• Proven experience in coaching.

Knowledge and Skills

• Excellent spoken and written English and French.
• Fluent in Mauritian creole.
• Critical analysis.

Technical Competencies

• Leading customer service or sales teams
• Quality Assurance
• Process improvement and customer journey optimisation
• Project Management
• Proficient in the use of digital applications, tools and social media.

Behavioural Competencies

• Passionate about engaging with customers and delivering excellent customer experience
• Resilient in the face of business challenges and fast-changing priorities.
• Collaborative and co-creative approach in bringing innovation.
• Focused on achieving business targets by growing people
• Leadership qualities.

Education