Senior Query Manager Jobs in National Student Financial Aid Scheme Vacancies 2023 | Apply For Jobs in Cape Town

  • Full Time
  • Cape Town
  • 739180 ZAR / Year

National Student Financial Aid Scheme

  • Hiring Organisation: National Student Financial Aid Scheme Careers
  • Vacant Position: Senior Query Manager
  • Internship Location: Cape Town
  • Required Qualification: Relevant Qualification
  • Salary: R 739180 Yearly
  • Last Date: 05/04/2023

Apply For Vacancies in National Student Financial Aid Scheme as a Senior Query Manager Job Role Which is Available For Cape Town Location. National Student Financial Aid Scheme has released this job notification On Their Official Careers website. To Comply with The position candidate need to have the required qualification as mentioned in the description of the official job portal. Apply as soon as possible before the job gets expired. For more government and private job vacancies in across South Africa Click Here.

Requirements for Senior Query Manager at National Student Financial Aid Scheme:-

Policy, Systems & Procedure Development
• Contribute to the development and management of customer service policies and procedures in line with
the student-centric model.
• Maintain and manage the efficiency and effectiveness of the internal query management processes.
Job Specification & Recruiting Profile of Vacancy
Page 2 of 6
Core Strategic Objectives Development
• To enable the implementation of the student service/query management strategies, staying abreast with
new practices and technologies.
• To enable the implementation of the key performance indicators (KPIs) and operational plans of the subunit.
• To assess and review operational activities affecting the contact centre and provide recommendations for
• To manage the end-to-end daily operations of the contact centre, including sourcing equipment, and
effective resource planning.
• To enhance the quality of student interactions, ensuring quality assurance, compliance, regulatory and
legal obligations are met across all interactions.
• To apply best practise, develop continuous improvement plans and make recommendations based on
employee and student insights.
• To develop plans and offer insight and knowledge to the organisation on the use of new tools and
technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving
contact handling SLAs.
• To deliver a capability of response to meet student demand by ensuring that empirical customer data
enables the front line to meet customer demand. (Workforce Management)
People Management & Ethical Leadership
• To manage and participate in the recruitment and selection of sub-unit vacancies in line with EE targets.
• To delegate contact centre programmes to subordinates for implementation, accountability and reporting.
• To lead and manage the sub-unit team to achieve the set and agreed programmes.
• To direct, inspire, coach and mentor subordinates to deliver quality programmes in line with NSFAS Values.
• To lead and manage the individual performance contracting and review process for subordinates.
• To lead and manage all disciplinary matters of subordinates related to performance and conduct issues.
• To monitor sub-unit time, attendance and attrition on an ongoing basis.
• To lead, inspire and create a motivational environment through the consistent application of processes for
all team members within the sub-unit.
Page 3 of 6
Stakeholder Management & Relationships
• Oversee the utilisation and implementation of the operations policy, processes, efficiency channels and
databases to resolve stakeholder queries and complaints.
• Collaborate with internal stakeholders to enable the student-centric model service of the contact centre.
• Collaborate with stakeholders on debates and programme development matters of interest and influence.
• Manage the stakeholder matters that emanate from the contact centre.
Project Management & Leadership
• To be responsible for the end-to-end customer contact processes and their associated customer
experience, supporting cross-company initiatives to drive improvements, improve efficiency and reduce
• To analyse and interpret project reports on completion of the project to evaluate return on investment
and to inform decision-making in the sub-unit.
• To represent Customer perspectives, champion change management and improvement across customer
experience, drive change and influence future change/projects to support and achieve improvements in
the customer experience.
Budget Optimisation
• To forecast for sub-unit core administration activities and projects.
• To spend in line with core activities and projects.
• Lead an effective resource planning team, ensuring that resources are fully utilised, and any contact
demand is effectively covered.
Risk Compliance Monitoring & Evaluation
• To lead and manage the compliant and risk-mitigated plans and processes of the contact centre.
• To analyse and improve the audit, risk, and compliance outlook of the contact centre operations.
• To analyse and improve the audit, risk, and compliance outlook of the contact centre operations.
• To lead and manage the implementational of the contact centre audit plan.
Page 4 of 6
Information & Knowledge Management
• To collaborate with stakeholders to build systems that enable the management of student data obtained
from different sources.
• To collaborate with stakeholders to use their experience, education and understanding to obtain
knowledge from this information.
• To provide oversight to the knowledge platform frameworks that respond to internal and external
information needs.
Reporting & Accountability
• Provide reporting on sub-unit strategic KPIs progress.
• Provide reporting on the sub-unit operational plan progress.
• Provide reporting on strategic stakeholders’ issues and interventions management.
• Provide reporting on internal and external audits and risks.
• Provide reporting on any other work in the mandate of the regional coordination sub-unit

Minimum requirements:
• NQF Level 7 Qualification
• Computer literacy – Intermediate MS office Package Suite
• 7 years plus customer services experience managing an inbound / outbound Contact Centre (of which at
least 5 years in a senior management role)
• Sound and demonstrable in the implementation of quality frameworks (including Six Sigma, TQM or
ISO9001:2015 including RCA).
• Sound and demonstrable experience with NPS and CSAT methodologies.
• Sound and demonstrable experience in leading teams within a Captive Contact Centre or BPO (managing
• Sound and demonstrable experience in financial services and government query management
Page 5 of 6

• NQF level 8 Qualification
• Computer Literacy – Advanced MS Office Package Suite

Skill and Competencies:
• Strategic and visionary
• Project Management
• Interpersonal Skills
• Data Analysis
• Presentation Skills
• Customer management Skills
• Influential and advocacy
• Systems and IT flair
• Written and Verbal communication
• Stakeholder management skills
• People management skills
• Back office including Query and complaints management (RTA, WFM, QA teams)
• Reporting
• Conflict Resolution

To Apply Online

First click on the apply now button given below. you will be redirected to the official job portal on company website at there read the official job description provided by the officials of the organization. after reading the job information fill the online job application form carefully then submit the job application form.

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