Head : Quality, Technical Training & Change Management

1 month ago

Cape Town, South Africa BNP Paribas Full time

Main Purpose statement
The primary purpose of the role is to enable optimal service to customers and improve the working lives of our teams by shaping and leading the quality assurance, change management and technical/ functional training of the organisation.  

Key Responsibilities
•Management of the QA environment by leveraging industry best practices to create and implement company and group quality standards 
•Translate insights from QA into functional and technical training plans covering onboarding and continuous learning
•Regular reporting to business partners  on customer experience insights, agent performance and compliance (adherence to regulations), highlighting areas of behavioral, system and process improvements
•Custodian of change management by developing and implemting strategies for managing technical changes to ensure smooth transitions across the organisation
•Manage and measure the implementation of new initiatives for further improvement
•Internal and external stakeholder relationship management to ensure the successful delivery of goals
•Stay abreast of industry and shareholder best practices and implement most appropriate interventions into the organization
•Adhere to regulatory and shareholder requirements associated with area of responsibility
•Lead team to optimal performance, engagement and succession

Key Competencies
•Ability to think creatively & innovatively within the area of accountability
•Ability to take ownership/accountability of tasks  and proactively manage multiple deliverables
•Assertive, motivated and approachable
•Solution focused and results/target driven
•Critical thinker with strong attention to detail and problem solving skills
•Ability to work well under pressure
•Ability to organise, plan and work independently
•Excellent team player and good ability to motivate staff
•Excellent interpersonal and communication skills
•Excellent data analysis and review skills
•Strong technical and computer skills
•Ability to teach and mentor

Qualifications, Skill & Experience
•Minimum 5 years recent contact centre experience in a similar role within Financial Services - essential
•Diploma/Bachelor’s degree preferable 
•Advanced business writing skills  
•Intermediate Excel level skills essential
•MS Office 
•Financial Services industry regulatory knowledge - advantageous 
•Advanced relevant software and systems knowledge - advantageous

Please inform your Manager of your application. Applications are only valid for this position. Please note that preference will be given to suitably qualified applicants in line with the RCS Employment Equity Plan. People with disabilities are encouraged to apply.

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