Service Delivery Manager

Client Service Team Leader

To lead a team within the client service environment as well as implementing the client service strategy and ensuring that the team operates within the specified parameters and exceptional service levels are maintained. Achieve net profit growth for business. Drive significant growth and profitability in the context of cost management. Manage costs/expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions. Manage existing clients and grow portfolio through making contact and generating leads. Resolve all customer queries efficiently, and within agreed timelines. Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets. Maximise cross sell opportunities and strengthen client relationships. Prepare business communication that is of a professional standard. Provide sales support efficiencies and services in order to ensure retention of clients. Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information. Comply with governance in terms of legislative and audit requirements. Enter all Qualified leads into the sales pipeline and maintain on a daily basis. Develop Strategies to improve operational and cost efficiencies by tracking, controlling and influencing Sales and Service activities with the specific aim to increase sales and Service efficiencies of the team. Develop materials and documentation including minimum standards, templates, guidelines, FAQ's and processes. Develop a deep understanding of the technical trends, market, competition and trends in the market. Research and identify new entrants in the relevant industries (mobile, payments, finance etc). Assess opportunities and threats from these entrants. Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data. Manage own development to increase own competencies. Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.