The JSE recognises that its success and strength depend on the quality of its employees.We are committed to fostering a culture of continuous learning and high standards of performance.Our employee wellness programme is designed to encourage work-life balance for employees.We naturally seek to empower staff and encourage diversity and opportunities for all.IntroductionTo manage and oversee the Client Call Centre / Service Team operations and ensure that the team is adequately equipped with the necessary skills and knowledge to provide expert support and relevant information across all markets to all public clients.To co-ordinate CX initiatives and CSC (Client Service Centre) projects.Manage costs within the CSC budget for / Financial year, support and collaborate with finance in group-wide initiatives, identifying operating efficiencies and other opportunities including business process improvements.Reduce operational vulnerability in CSC.Introduce proactive and ongoing monitoring of the CSC.Effective management of any Service Failures, Outages including Crisis.Enhance and improve communications.Involvement and participation in relevant audits and resolution of audit findings and BTBs.Develop and execute succession, development, and retention plans for the team.Build and retain motivated, settled, and productive staff that are inspired to tackle the JSE's demanding priorities and to enhance employee engagement.Visibly lead the culture change to ensure a more collaborative culture and that staff are committed to the JSE WAY as a new and agile way of working.Deliver and make progress against the agreed project timelines and milestones for key projects, along with any other project support as required.Produce reports, analyze data to identify trends and issues, and use data to actively implement improvements.Engage and partner with other divisions to identify and implement improved opportunities for support and collaboration.Participate in and implement Client Experience Initiatives.Enhance the client-centric culture in the CSC so that the overall function of the support desk improves, ensuring clients experience a positive difference in the process and turnaround times.Minimum RequirementsGrade 12Certificate in Financial MarketsBCom Degree (Financial Markets preferred)5 years experience in a Call Centre environment
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