Manager Cost control Market Related CTC at Standard Bank of South Africa

Purpose of job:

To manage the maintenance controllers and ensure that they achieve their targets resulting in acceptable telephone answering time and that authorisations are issued in accordance with the various policies as laid down.
Ensuring effective management of the Avaya telephone system and actioning the reports to streamline processes.

Key result areas:

Management of the call centre telephone and authorisation stats and management of a staff compliment comprising 21 using this information.

Ensuring that authorisations are correctly issued and do not pose any threat to the Bank and the monitoring of this process.

Carry out a mini monthly audit of authorisations to detect abnormalities and implement processes to contain expenditure.

Identify two new customer concerns monthly and monitor success.

Identify and control of cost savers achieved by maintenance controllers.

Interaction with customers in a technical capacity where decisions have to be made pertaining to motor vehicle and truck repairs and the cost effective manner in which the repairs are to be undertaken.



The ideal candidate will have the following competencies:

Ability

* Ability to handle difficult personnel at motor dealers and non franchise merchants.
* Ability to engage with customers technically and be able to handle dispute resolution.
* Ability to detect and manage problems within the call centre environment and make strategic decisions that can be properly monitored.
* Ensuring that customer policies and procedures are adhered to and to assist customers in controlling costs and savings.

Experience

* Preferably experience as a Service Manager in a dealership
* Experience at a local manufacturer importer in a technical position with managerial experience.

Knowledge

* Qualified Motor Technician would be an advantage with experience in managing staff.
* Matric essential .

Standard Bank is a South African-based financial services company with a global presence. Standard Bank believes that it is through their people that they will succeed and that only by working together will they make their offering to its customers. Standard Bank - Moving Forward.

Apply online before 01/04/2011.
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