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Long Term Insurance Leadership Opportunity

1 week ago

Randburg, Gauteng, South Africa NedBank Full time

Nedbank Wealth Cluster | Nedbank Insurance Division

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About the Role

">Key Accountabilities

Lead call centre agents to achieve their deliverables aligned with Nedbank's strategy.

  1. Measure and ensure quality and productivity standards for call centre agents.
  2. Maintain relationships with clients and stakeholders by embodying Nedbank's values.
  3. Drive transformational targets within the team through effective recruitment, retention, and training processes.
  4. Contribute to creating an environment conducive to achieving transformation goals by participating in Nedbank Culture initiatives.
  5. Develop and implement action plans to address issues raised in culture surveys and improve results.
  6. Establish a client-centric culture through various required interventions.
  7. Encourage staff participation in corporate responsibility initiatives.
  8. Achieve operational excellence by engaging teams in business optimisation improvements.
  9. Cultivate innovation and knowledge sharing among team members.
  10. Verify work activities resulting from calls to ensure business processes are followed and client requirements are met.
  11. Comply with business rules and processes in accordance with legislation.
  12. Effectively manage queues to meet service level agreements and client expectations.
  13. Resolve issues by making decisions within mandate that meet business requirements and client needs.
  14. Monitor daily targets and productivity of call centre agents and provide feedback.
  15. Maximise productivity and minimise losses through high-quality conversations.
  16. Manage costs by controlling day-to-day expenses.
  17. Implement performance agreements and recognise achievements.
  18. Mentor and coach staff on identified performance gaps.
  19. Motivate staff to perform and contribute to the success of the business.
  20. Stay up-to-date in your field of expertise and deliver on stakeholder expectations.
  21. Contribute to team effectiveness by following the recruitment process.
  22. Maintain a high-performing team and create an environment for optimal performance.
  23. Manage the onboarding process of new employees.