About DiscoveryDiscovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.About Discovery BankDiscovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We're all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you're adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that's safe and nurturing.Key Outcomes may include but are not limited to:TheService Manageris responsible and accountable for the service delivered to all Discovery Bank clients from a service channel perspective. The incumbent aligns the service team within the Operations area to rollout strategic initiatives and implement solutions within the service team. This involves continuously analysing the service and operational functional areas against best practice in the market; identifying and establishing service trends and management frameworks for effective management and productivity; conducting research and analysing the risk exposure and impact.Initially, the role will focus on improving service delivery, maintaining quality, enhancing business processes, driving and delivering on adhoc projects to meet organizational goalsAreas of responsibility may include but not limited toAnalysing daily data to support business continuity and improvement of staff.Implementing effective communication strategies within the team during the changing conditions within the business between staff and direct reportsEffective and Inspirational leadership, with a high level of administrative capabilitiesSupport with large business integration projects including the migration of staff across businesses.Facilitate the determination of skills gaps between existing card and future banking services operational requirements.Accountable for the administration of ISO9000 standards including the alignment with business goals.Help set up the Service Operations of the Bank to ensure exceptional and innovative customer service at optimal cost across multiple channels.Help establish the Service team, provide input to the development of the operating strategy and principles, and measurement and reward framework.Taking ownership of internal and external stakeholder managementPrepare for the soft launch to staff, including the setup of the in-house store and the call centre.Be a champion in supporting customer excellence during and after our migration and integration of business and staff.Ensure compliance with all relevant Call centre and Operational policies.Constantly drive results through othersDevelop optimal relationships with internal and external stakeholders, including introducing effective SLA's which are met.Engage others in decision making, encourage consultation but be responsible for effective decision making.Communicate regarding the strategy and influence people to strive towards the achievement of the strategic objectives of the organization.Influence and motivate staff and leaders to high levels of performance.Education and Experience (Preferred/Optional)Bachelor of Commerce or Bachelor of Science Degree – RequiredPost Graduate Degree (Advantageous)Work ExperienceAt least 3-5 years' experience on a managerial levelAt least 3-5 years' experience within OperationsExtensive experience within the banking environmentProven track record of successful implementation of business process change projectsTechnical SkillsBusiness presentation skillsUnderstanding of corporate organizationsUnderstanding of Business ProcessesBanking regulation and industry knowledgeUnderstanding of data and statisticsHigh level of computer literacy and MS OfficeExperience in Banking operations ( advantageous)EMPLOYMENT EQUITYThe Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
