Senior Call Centre Manager
4 days ago
**Job Number**
- 69285
**Job Type**
- Permanent
**Job Title**
- Senior Call Centre Manager
**Computer Skills**
- Windows
**Industry**
- Automotive
**City**
- Bryanston
**Province**
- Gauteng
- Our client a Financial Services Company has an URGENT opening for an excellent Sales Manager that has extensive outbound call centre experience and has an excellent sales track record within the ST insurance space.**_ PURPOSE OF ROLE_**
***
- The Senior Call Centre Manager will report to the Head of AA Financial Services and is responsible for driving and implementing the AAFS strategy within the call centre.- The Call Centre Manager will be responsible for transforming the business into the leading provider of short-term insurance into the future.- The CCM should foster and exhibit the HFS values, of Integrity, Passion, Diversity, Growth and Care.**_ KEY RESPONSIBILITIES_**
- Responsible for driving and implementing of the AAFS business strategy within the call centre
- Leading the team in accordance with the Legitimate Leadership philosophy (principles of care and growth), as well as all other aspects of leadership and management applicable to leading a team in HFS
- Responsible for developing and ensuring that the business exceeds its annual business plan targets;
- Ensure that there is appropriate succession planning within the team.
- Setting and delivering the budget
- Ensure compliance with all industry related regulations / laws and best practice corporate governance
- Manage communication with key stakeholders
- Keep all relevant stakeholders informed of developments in line with company’s objectives.
- Manage resources, including the attracting, hiring and retention of personnel.
- Ensure employees move in the same strategic direction to achieve its mission.
- Create and report on business plans, monitoring its efficacy and progress.
- Research and implement new initiatives to drive revenue, lower operating costs while maintaining quality products that are competitive, all while delivering excellent customer support.
- Continuous monitoring of the annual budget and ensure that revenue/sales targets are met.
- Manage and report on the effective implementation of a marketing strategy to maintain market relevance and promote products and services to increase sales.
- Maintain the quality of services, customer support and level of service in line with service level agreements and other retention strategies.
- Preparation of annual reports and attending/presenting at board meetings.
- Understanding and interpreting the continually changing signals both inside and outside the business to ensure that the business responds timeously and adequately to opportunities and threats.
- Being a role model of the Halls FS Leadership Principles
- Being the custodian of ethics, integrity, and accountability within the business.
- Developing the annual strategic and tactical business plans, considering all P&L elements such as marketing, volumes, new products, retail value, market share, setting and monitoring of KPI’s to drive business growth.
- Responsible for planning, objective setting, contribution charters and performance metrics for the Senior Management team within the business.**Inherent Requirements**
**_QUALIFICATION_**
- Bachelors’ Degree or Masters’ Degree in Business Administration
- Evidence of continuous professional development
**_EXPERIENCE AND SKILLS REQUIRED_**
- Minimum of 10 years’ experience within the Financial Services Industry/Short-Term insurance industry
- Outbound Call Centre Experience essential
- Minimum of 5 years’ experience, leading cross functional and diverse teams;
- Experience in partner and stakeholder management
- Proven Sales Track Record.
**_TECHNICAL SKILLS /PERSONALITY CHARACTERISTICS_**
- Driven and can motivate one’s self
- Team player
- Ability to inspire and motivate
- Someone who thrives in managing complexity
- Flexibility
- Ability to both design and implement strategic direction
- Modern day leader: Ability to influence, network and an individual who exhibits a high EQ
- Someone who will subscribe to the leadership framework, culture and values of the Financial Services
- An excellent understanding of the key operational and financial drivers of the business
- Excellent financial acumen
- Advanced knowledge of Microsoft Office
**What Qualification**
- Bachelors’ Degree or Masters’ Degree in Business A
**Minimum Qualification**
- Bachelors
**Status**
- Available
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