First Line Assurance urgently needed: APPLY HERE
Create moments that matter in First Line Assurance at our Parktown office on a fixed-term contract where you will have the opportunity to grow and develop your career with Webhelp a leading global business process outsourcer (BPO) committed to your success and development.
You will assume responsibility for influencing and leading operational compliance in line with relevant regulatory and governing bodies. In addition, you will monitor, maintain and audit processes and policies to ensure continual operational compliance.
In addition, you will be responsible for monitoring and reporting on adherence to the governance controls that are in place within the operation to identify trends in order to provide support and coaching.
Determining, negotiating and agreeing on quality procedures and standards
Educating Team Leaders and Operations Manager on customer service standards of the business
Working closely with operational management to implement and enhance procedures, controls and systems
Completing internal audits and monitoring progress of operational governance controls as well as provide written reports to the operation on a regular basis
Monitoring performance while working closing with the Compliance Team to deliver business objectives
Recording, analysing and distributing statistical information
Acting as a catalyst for change and improvement in performance and quality as well as directing objectives to maximise effectiveness within the operation
Experience with internal auditing (Advantageous)
Specialisation in compliance or experience with general operational compliance implementation in South Africa
Intermediate experience with MS Office (Word, PowerPoint and Excel)
Understanding and knowledge of the operational outsourcing industry, contact centre systems and technology as well as operational practices and processes involved in contact centre management
Minimum 2 years’ experience as Team manager in FCA regulated environment (Essential)
Minimum 6 months’ experience as Operations Manager in FCA regulated environment (Advantageous)
Proven track record of introducing and managing change
Clear criminal and credit records
Please note that the appointment will be made in line with the Company’s EE Plan.
Webhelp engineers customer experiences on behalf of some of the world’s most progressive brands. As a company, Webhelp has been working towards that goal ever since it was founded in 2000.
Through evolution and acquisition, today Webhelp is a 40 000 people-strong global leader in business process outsourcing (BPO). We continue to specialise in customer experience but our capabilities extend across voice, social and digital channels. With a mission to “push the limits of customer experience and business process optimisation,” people are empowered and encouraged to push the boundaries.
We aim to be the best at engineering the customer experience by investing in our people and the environment in which they work and developing the analytical and operating capability to deliver truly transformational outsourcing with solutions that meet the challenges of a now omni-channel world.
Job Reference: SA00222