Bidvest Bank Limited MMU Supervisor Jobs in South Africa

Bidvest Bank Limited MMU Supervisor Jobs in South Africa


About the Position

  • Overseeing the functioning of the MMU . Daily, weekly and monthly reporting on all aspects of the MMU.

    Service Excellence (Customer Service)

  • Telephone etiquette.

  • Clarifies procedures and processes.

  • Promotes consistency.

  • Responsiveness: Speed of responses, reaction and turnaround time.

  • Customer and Product Concern Resolution.

  • Levels & quality of service delivery as experienced by internal & external customers Internal Customer Relationship

  • Developing ties with internal departments.

  • Align goals with external customers through Sale Executives.

  • Maintain a positive attitude and drive.

  • Effort to forge & maintain quality inter-personal relationships.

    Operational Excellence:

    Performance Measurement:

  • Optimize the use of all the MMU resources.

  • Service measures.

  • Quality measures.

  • Efficiency measures.

  • Support strategic plans and objectives.

  • Quality Measurement Process:

  • Customer feedback, surveying, assessing performance and coaching.

  • Side by side call monitoring.

  • Silent call monitoring.

  • Call recording system.

    Performance Reporting:

  • Effective flow of communication between the MMU, customers and other business units.

  • Reporting methodologies.

  • Real time reporting.

  • Communicating performance results.

    Performance Management:

  • Productivity

  • Improve agent performance and adherence to department goals.

  • Motivate self-management of performance.

    Effectiveness

  • Improve agent morale, satisfaction and retention.

  • Provide objective method to self-evaluate performance vs. goals.

    Quality

  • Provide continuous feedback to motivate quality improvements.

  • Identify operational improvement opportunities.

    Customer satisfaction

  • Measure impact of agents on customers.

  • Provide immediate feedback.

    Technical Criteria:

  • Ability to analyze quotations.

  • Compiling reports as requested.

  • Differentiation between R&M, abuse or negligence.

  • Knowledge and competency.

  • First-Call resolution rate.

    Service Levels

  • Ensure that all decisions made are in conjunction with the deal parameters and reduce maintenance/repair costs at all times.

  • Evaluate supplier quotations exceeding maintenance controller's authorization limits.

  • Warrantee and Goodwill claims as per OEM policies.

  • Fleet discount on labour and parts pricing negotiation skills.

  • Minimum three years experience as a qualified motor technician.

  • Experience on commercial vehicles.

  • Experience in MHE.

  • Office bound and travel.

    Desired Skills:

  • Excellent time keeping.

  • Technical knowledge of motor vehicles HCV and MHE.

  • Analytical.

  • Sound judgement.

  • Problem solving abilities.

  • Ability to make informed decisions.

  • Strong customer care principles.

  • Strong computer skills.

  • Interpersonal skills.

  • Excellent telephone skills.

  • Ability to adapt.

  • Initiative and ability to function without supervision.

  • Accuracy and attention to detail.

  • Ability to plan and organize.

  • Ability to work under pressure.

  • Bilingual

  • Excellent verbal and written communication skills.

  • Attention to detail.

    Desired Qualification Level:

  • Diploma

    How to Apply

  • For more information and job application details, see; Bidvest Bank Limited MMU Supervisor Jobs in South Africa


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