Specialised Escalations Manager
Nimble Group
- Sandton, Johannesburg
- Permanent
- Full-time
- The Specialised Escalations Manager will have the following responsibilities, including but not limited to:
- Manage matter escalation cycles/escalations for all specialised departments.
- Meet daily targets and KPI requirements to drive operational excellence.
- Implement continuous process improvements to enhance operational efficiency.
- Provide training, guidance, and coaching to the Support Team, ensuring quality control.
- Take corrective action when necessary to maintain performance standards.
- Oversee disputes/queries and mitigate risks effectively.
- Identify missed opportunities for improvement and assist with quality control.
- Analyze bulk data to identify critical matters and escalate them accordingly.
- Review ad hoc matters for escalation as needed.
- Liaise with internal and external stakeholders to ensure smooth operations.
- Assist with property-related matters as required.
- Prepare digital communications when necessary.
- Report on productivity stats and attend meetings.
- Undertake ad hoc projects as required.
- Minimum of 2 years' management and leadership experience.
- Minimum of 2 years' experience in a similar support role.
- Relevant qualification (legal background advantageous).
- Knowledge of relevant regulations such as the Protection of Personal Information Act, Prescription Act, National Credit Act, and Consumer Protection Act.
- Excellent verbal and written communication skills.
- Analytical mindset with strong judgment capabilities.
- Proficiency in MS Office Suite: Word, Excel, PowerPoint.