Senior Manager: Customer Contact Centre

1 day ago

Johannesburg, Gauteng, South Africa Bidvest Bank Full time
Job Summary

We are seeking a highly skilled and experienced Senior Manager to lead our Customer Contact Centre team. The successful candidate will be responsible for managing all aspects of the centre, including implementing technology to drive exceptional customer experience, managing people and costs, and ensuring regulatory compliance.

Key Responsibilities
  • Implement fit-for-purpose technology to drive exceptional customer experience
  • Manage people and costs in line with agreed budgets
  • Ensure regulatory compliance and improvement of efficiencies, processes, and enhancement
  • Manage and monitor operational and capital expenditure budgets
  • Drive cross-sell with CCC team, customer retention, conversion ratio, and acquisition of new business
  • Participate in the Bank's ecosystem strategy in delivering and improving customer value chain solutions
  • Ensure placement of customer at the centre of business imperatives
  • Ensure achievement of the set target of net promoter score as a benchmark for improved customer experience
  • Delivery and achieving the required service level agreements as prescribed by the Bank
  • Delivery of quality assessment reporting in line with the set standards
Requirements
  • BA Degree (NQF Level 6) or equivalent
  • RE 1 certification
  • 5 – 8 years' experience in similar role
  • 3 - 5 years' experience in management role
  • Visionary thinking with the ability to set and communicate long-term goals
  • Ability to build strong relationships with stakeholders at all levels
  • Ability to motivate teams to meet and exceed goals
  • Critical thinking and decision-making abilities
  • Key Individual registered with the FSCA
  • Skills in strategic workforce planning, forecasting, and scheduling
  • Development and implementation of comprehensive quality assurance programs
  • Understanding of contact centre systems
  • Skills in coaching and developing employees
  • Verbal and written communication skills, including presentation abilities
  • Expertise in analytics, reporting tools, and performance metrics
  • Knowledge of regulatory requirements and industry standards
  • Experience in managing budgets, forecasting expenses, and optimizing costs
  • Skills in project management and implementation of new processes
  • Commercial orientation & Business Acumen
What We Offer

Bidvest Bank offers a competitive salary and benefits package, as well as opportunities for career growth and development.

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