Contact Centre Manager: VIP Desk Cape Town or Gauteng

7 days ago

Johannesburg, Gauteng, South Africa Nedbank Full time
Contact Centre Manager: VIP Desk Cape Town or Gauteng

Details

Location: Johannesburg, ZA

Date: 6 Feb 2025

Reference: 137989

Job Classification

Job Family: Sales and Services

Sub Family: Call Centre (Service)

Manage Others: Yes

FAIS Affected

FAIS Affected - Yes

Job Purpose

To manage the smooth running of the Nedbank Contact Centre to ensure quality service, client retention, and sales while maintaining stakeholder relationships in line with Nedbank's client service strategy.

Job Responsibilities
  • Drive direct costs and budgets (expenses) by managing headcount and agents' productivity.
  • Manage service level agreements on multiple channels through multimedia platforms.
  • Identify cross-sell opportunities during all client interactions.
  • Ensure all sales and retention campaigns are actioned as per the Service Level Agreement.
  • Manage average handle time, abandonment rate, transferred and repeat calls by analysing Call Management System (CMS) reports and Management Information System (MIS) reporting.
  • Drive efficiency and profitability by ensuring projects' targeted cost savings are materialised.
  • Manage all queues within Service Level Agreement by monitoring escalations from the Outbound & Inbound Desk Team.
  • Manage interactive-time and productivity-time targets by monitoring reports daily.
  • Minimise financial loss by ensuring process gaps are closed, training is conducted, and corrective action/s are taken when necessary.
  • Drive quality standards to ensure excellent client service experience by monitoring call quality scores and Client Experience Measure (CEM).
  • Agree and set targets for the delivery of business outputs through engagement with stakeholders.
  • Review monthly business performance and deliver on the expectations.
  • Ensure accurate MIS reports on sales, service, and retention figures by checking monthly packs prepared by our Management Information Specialists.
  • Ensure communication channels remain open by maintaining close relationships with stakeholders.
  • Liaise with Workforce and Facilities management on operational issues related to the Desk.
  • Manage complaints and escalations within service level agreements to ensure client satisfaction.
  • Manage business risk by ensuring staff are trained and competent on all products and processes in line with job requirements and relevant ACTS.
  • For all FAIS related roles ensure compliance with FSCA regulations.
  • Conduct regular audits to ensure that correct processes are followed by conducting call listening.
  • Ensure completion of monthly proficiency tests with a pass rate of 80% and take the necessary corrective action to close the training gap.
  • Ensure all compliance tests are completed on time.
  • Ensure adherence to compliance and risk requirements by conducting audits.
  • Manage non-adherence to work plans by monitoring attendance.
  • Ensure accurate completion of management control checklist in line with set standard procedures.
  • Ensure that disaster recovery and business continuity plans are kept up to date, tested, communicated, and implemented.
  • Ensure adherence to Nedbank Policies and Procedures.
  • Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement, and taking appropriate corrective action where required.
  • Maintain a capable high-performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles, and developing talent retention programmes (e.g., rotation).
  • Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
  • Encourage the team to generate innovative ideas and share knowledge.
People SpecificationEssential Qualifications - NQF Level
  • Matric / Grade 12 / National Senior Certificate
  • Diploma
Preferred Qualification

Relevant Contact Centre or Banking Qualification

Essential Certifications
  • FAIS related accreditation/qualification or to work under supervision
Minimum Experience Level

3 years call centre experience; 5 years management experience; applicable compliance/legislative requirement e.g., FAIS and Key Individual experience

Technical / Professional Knowledge
  • Relevant regulatory knowledge
  • Governance, Risk and Controls
  • Change management
  • Principles of project management
  • Management information and reporting principles, tools, and mechanisms
  • Communication Strategies
  • Client service principles
  • Employee training/development
  • Decision Making
  • Customer Focus
  • Delegation and Empowerment
  • Execution
  • Building Talent
  • Creating a Culture of Trust
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