Job Description
To support the Channel Support Head in leading the Channel Support department nationally

Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
Deliver against operational and cost targets
Prioritise resource allocation to minimise and reduce wastage Monitor costs for the financial year according to the operational plan
Allocates and approves expenditure
Review cost reports and resolves or explains variances to the budget
Identify, control and escalate potential risks that may lead to increased costs
Manage costs or expenses within approved budget to achieve cost efficiencies
Deliver customer experience excellence aligned to Organisational values and service standards
Build professional long-term relationships with customers based on trust that builds the brand
Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service
Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application
Provide customers with relevant information to keep them informed of products and service options
Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
Engage in cross-functional relationships to obtain and to provide work support
Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability
Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map
Research, enable and consult on improvements and opportunities to harness technology and platform enablement
Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
Monitor customer feedback reports and align processes to maximise efficiencies
Provide input into the development of the busines area tactical strategy in achievement of the overall business strategy
Develop and implement an area operational plan in achievement of Business objectives Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
Assess own performance against competencies and skills required delivery Identify development needs and select effective solutions to address own development need
Prepare a personal development plan with management to implement and review as required
Monitor own progress against development plan and measure impact of results
Promote teamwork and inclusivity amongst team members and demonstrates behaviours that respect diversity
Partner and collaborate with team members to achieve team success
Share information and knowledge that benefits the team