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Senior Team Leader - GEC (South Africa)

Member Service/Support
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Role Description

Senior Team Lead a dynamic member engagement team that is responsible for ensuring that our members, students and customers receive an excellent experience.  Ensure that the SA Engagement Centre delivers value to the association including improving member satisfaction and building loyalty. Responsible for performance across all channels – Phone, Email, Live Chat and Social Media and supports the global engagement centre operations.

Accountabilities & Responsibilities
Operational Excellence (35%)
  • Achieve all Member, People and Operational KPI’s set by the Senior Manager
  • Prioritizing where the team can contribute the most to our strategic initiatives
  • Deliver a high-quality member experience and quantitative productivity
  • Create value through additional products offered to customers – there is an annual revenue with this role which must be balanced against a target to achieve inbound service levels
  • Reduce failure demand
  • Implement agreed coaching programme and provide consistent mentoring.
  • Ensure the UK Member Engagement has a comprehensive business continuity plan in place encompassing the documentation of all processes, responsibilities, contacts, etc.
  • Deputise for the Senior Manager as and when required and represent the SA GEC in regional meetings as and when required
  • Responsible for selecting MEAs that have the right skills and knowledge to deliver an excellent member experience and ensuring they receive all necessary training
  • Actively plan and manage campaigns to drive continuous improvement and create new revenue opportunities, stop students and members lapsing and improve the student and member experience
  • Proactively assign and manage work channels to ensure that they are assigned appropriately and prioritised, as well as ensure that there is adequate resource to manage the different channels with the ability to be flexible and agile with resources in response to unexpected/planned increases in customer contact via any one work channel
Member Experience (25%)
  • Delivers the Member Charter
  • Influences others to change processes or workflows that hinders member satisfaction or increases the members effort to work with us. 
  • Meets all team Quality Experience and productivity targets on a monthly and yearly basis by measuring performance against key metrics:
    • achieve the yearly revenue target for the team
    • actively contribute to the overall member satisfaction goals
    • handle escalated calls including follow-up

People and Relationships (25%)

  • Works with the Global Strategy and Support team to manage the agreed workforce capacity plan to ensure a hiring process that supports talent acquisition in line with the needs of department and targeted attrition levels
  • Sets clear direction for all staff through KPI’s, reviewing performance, recommending suitable developmental opportunities. Must ensure that our MEAs have the motivation, skills and knowledge to deliver an excellent member experience and that the MEA are aware of the contribution they make to the association and that their contribution is valued
  • Works closely with all partner teams, provide updates on changes to processes/procedures and represent the Global Engagement Center at marketing meetings to coordinate tactics and drive improvements
Strategy and Improvement (15%)
  • Continuously improve our member and student satisfaction and engagement.
  • Drive a culture of continuous improvement by analysing and reviewing all performance information to identify trends, training needs and issues.
  • Identify and act upon opportunities creating ‘compelling stories’ to maximise revenue performance and improve the member experience.
Supervisory Responsibilities:
  • Manage up to 10 people in MEA

Knowledge, Skills & Abilities Required:

  • Member service oriented with excellent customer service skills
  • Strong leadership skills
  • Proven ability to build strong relationships.
  • Create a high energy and motivated operating climate
  • Ability to attract talent and build strong teams, cultivate teamwork and retain talent.
  • Effective coaching and leadership skills
  • High degree of self-awareness and emotional intelligence
  • Excellent Communication and Influencing Skills
  • Stakeholder management - ability to build and maintain excellent relationships
  • Team player
  • Strong numerical analysis
  • Strong project management and organizational skills
  • Superior verbal and written communication skills including presentation skills
  • Demonstrated problem solving, organisational and analytical skills
  • Able to identify needs and efficiencies and address accordingly before being asked
  • High level of decision making
  • Strong Presentation skills
  • Excellent command of English – written and spoken
  • Advanced level of knowledge of Excel, Word, and PowerPoint and a working knowledge of call center technology
Required Experience, Qualifications and Education:
  • 3 years working in a customer service role, including people responsibility
  • Worked in an omni-channel environment
  • Proven track record of achieving results in a contact centre environment
  • Demonstrable results-oriented approach and a high knowledge of performance evaluation procedures
  • Demonstrated project management ability
  • Ability to obtain, retain and cascade high levels of detailed information, adapting the method of communication depending on the audience

Preferred Experience, Qualifications & Education:

  • Bachelor’s degree or equivalent combination of education and experience
  • Understanding of CPA profession and CPA firms
  • Good knowledge of CRM
  • Sales or retention experience

Equal Employment Opportunity

The Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.

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