Head of Contact Centre

2 days ago

Johannesburg, South Africa Rand Mutual Assurance Full time

**THE JOB AT GLANCE**

Reporting to the Chief Operating Officer, the Head: Contact Centre will be responsible for developing the strategy for the contact centre for the benefit of the customers/stakeholders including leading and overseeing both inbound and outbound Contact Centre Operations that services all RMA businesses (COID, Life, AIT) with diversified products and structures. The incumbent will also be responsible for shaping the future of the contact centre and driving its expansion and growth through effective strategy deployment. The Head: Contact Centre will be required to optimise efficiencies and ensure the delivery of exceptional customer service through a variety of customer contact channels. Furthermore, the incumbent will be responsible for leading, managing and empowering the contact centre team through a management team to ensure optimal use of resources to exceed customer expectations.

**WHAT WILL YOU DO?**

**OPERATIONAL AND FUNCTIONAL MANAGEMENT**:
**1.1 **Setting the Contact Centre strategy**:

- Develop, implement the contact centre strategy, and drive strategic initiatives that will position RMA and its associated businesses in the market as the preferred provider of insurance from a customer experience perspective.
- Contribute to the development and implementation of a contact centre for the Group, defining cost strategies, objectives and operational practices in accordance with company strategy.
- Drive a customer centric mind-set within RMA, that will result in efficient product & service delivery, across all RMA businesses (COID, Life and AIT).

**2.1 **Lead and oversee end-to-end contact centre operations**:

- Accountable for the overall performance of the Contact Centre to deliver a best-in-class service to all RMA businesses (COID, Life and AIT) and clients.
- Accountable for mapping and implementing the customer experience journey, identifying areas of improvement and making recommendations of the end-to-end customer contact processes and customer experience for both inbound and outbound functions.

**FINANCIAL MANAGEMENT**:

- Accountable for the planning and compilation of an annual contact centre budget aligned to the delivery plans to support the implementation of set objectives.
- Accountable for the overall performance of the Contact Centre to deliver within a set budget.
- Accountable for budget implementation, deployment of proper financial controls, monitoring, reporting on any variances of the departmental budget.

**LEAD CONTACT CENTRE STAFF**:

- Build and lead an effective and cohesive team and implement effective succession planning, people management, development, resourcing, and retention strategies for the contact centre department.
- Create a high-performance culture and manage team performance effectively by cascading of annual performance goals and measure against agreed set objectives and ensure regular performance reviews of direct reports.
- Accountable for the ongoing development of staff across all levels of the contact center.
- Develop and implement an engagement plan for the contact center to drive inclusion with wider RMA people initiatives in collaboration with the Contact Centre management team.
- Lead, inspire and ensure that the contact centre working environment contributes to improving overall staff engagement, recognition and increased productivity.

**STAKEHOLDER RELATIONSHIP MANAGEMENT**:

- Build and maintain effective working relationships with stakeholders, with the ability to influence key stakeholders and drive the transformation of the contact center and first contact resolution strategies.
- Manage and maintain relationships with RMA Life as well as the RMA Group Marketing functions and work jointly with the necessary team to deliver on the divisional marketing plan and related objectives.

**RISK MANAGEMENT**:

- Accountable for the mitigation of the contact centre departmental risk profile as well as implementing sound governance and compliance processes to identify, manage and mitigate risks
- Delivery of contact centre services and ensuring that quality assurance, compliance, regulatory and legal obligations are met across all interactions.

**SHARE BEST PRACTICE AND ENSURE CONTINUOUS IMPROVEMENT AND DEVELOPMENT**:

- Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies.
- Use Business Intelligence and Data Analytics to understand customer interactions across the customer life cycle and improve customer experience.
- Use Business Intelligence and Data Analytics to understand contact center operations and improve efficiencies.
- Develop world class reporting tools/dashboards in collaboration with the Strategy and Analytics team.

**WHAT YOU'LL BRING TO THE TABLE?**
- NQF Level 8: Relevant Contact Centre qualification
- Relevant Contact Centre qualification/certification
- RE5 (Advantageous)
- At least 3 - 5 years of experience managing a Contact Centre at least 5 years mus

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