Small World Money Transfer
Small World Financial Services - Finanzas
Job Offer: Agent Support Manager London

Agent Support Manager London Head Office

To deliver a first class professional management, using a range of communication methods and report controls to manage the agent support team of 2 coordinators, 2 team leaders and 10 to 12 agent support officers.

Job type: Full Time – Permanent; 44 hours per week - Monday to Friday and alternate Saturday with the 6 months’ probation 
Language: English
Start Date: ASAP 
Location: London Head Office
Position reports to: UK Country manager 
Start Date of Application: 5th September 2016
End Date of Application: 11th September 2016

Key responsibilities:

  • Responsible for all aspects of program management including but not limited to:
  • Managing the monthly reports, as KPI and individual performance form the team members.
  • Responsible for maintaining relationships and interacting with the Smallworld sales force, collections and back office team in support of their engagement with agents and customers.
  • Responsible for managing and directing the agents support team to achieve the company's annual volume goals.
  • Must facilitate a positive customer journey throughout the agreement building process.
  • Will define and document business processes and system functionality.

Principal duties will include:

  • Developing, managing, organising, and monitoring work flow of the team to ensure adherence to performance metrics,
  • Acting as customer/agent liaison and point of escalation for problem resolution, 
  • Facilitating team meetings, communicating organisational goals to coordinators, team leaders and team members, supervising and reviewing them, 
  • Participate in the interviewing/hiring process for new team members, develop, mentor and train team members.

Essential work skills:

  • A minimum of three years of responsible leadership experiences in management or supervisory positions.
  • Advanced communication and presentation skills, with the ability to interact effectively with all levels of management - both internal and external.
  • Effective organizational, communication and follow-up skills. Must demonstrate a high level of initiative and confidence, thorough understanding of all aspects of agent’s network.
  • Strong supervisory experience with ability to manage "coordinators" in a self-directed, team-based environment.
  • Experienced interviewer with responsibility for hiring decisions within team
  • Strong current industry knowledge with the ability to anticipate changing agent’s needs. Familiarity with portfolio maintenance and the ability to interface with customer service and collections.
  • Experience as a point of escalation for problem/issue resolution
  • Good in numeracy and computer skills.
  • Work calmly under pressure

Are you Interested? Please email your CV to