Xyz company jobs - Assistant Manager/TL Operations

JOB PURPOSE        

• The purpose of this role is the day to day management of a team of Advisors to ensure optimum performance and an exceptional customer experience.
  

• Enable and motivate team members to deliver exceptional customer experiences through ongoing support, development, empowerment and positive reinforcement.
  
• Engage with team members treating them as individuals.
  
• Coach the team in order to ensure the quality of customer experience meets the appropriate standard
  
• Measure and manage the team to meet performance targets
  
• Communicate information in a timely, relevant and accurate manner to all team members
  
• Ensure that all Human Resources policies and procedures are observed
  
• Participate in the recruitment of Advisors
  
• Communication and Feedback
  
• Conduct regular scheduled team briefs
  
• Ensure feedback is given to Advisors with regards to their performance
  
• Ensure all relevant business communications are cascaded in a simple and timely manner
  
• Reporting and Administration Review and track team attendance and schedule adherence
  
• Update, track and record performance of team members
  
• Compile and send out reports
  

• Lead by example in driving the culture of customer centricity
  
• Ensure continuous improvement to customer experiences by investigating and addressing root causes
  
• Celebrate and share examples of exceptional customer experiences
  
• Ensure all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards.
  
• Use initiative to find suitable solutions that benefit the customer and the business.
  
• Ensure own product, system, process and policy knowledge is current.
  
• Education:-Graduate in any discipline desirable