Primary Purpose
The incumbent will be responsible for managing all aspects of the Customer Contact Centre, including implementing fit for purpose Technology to drive exceptional Customer Experience through servicing customers and execution of sales driven campaigns, Efficiencies and implement controls to mitigate risks through improved processes and procedures in line with the regulatory requirements and overall Bank’s Strategy. The Head of Department will also be required to manage people and costs in line with agreed budgets.
Minimum Requirements
Qualifications
BA Degree (NQF Level 6) or equivalent
RE 1 certification
Experience
5 – 8 years’ experience in similar role
3 - 5 years’ experience in management role
Competencies
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
FINANCIAL MANAGEMENT
• Ensure that all Operational and Capital expenditure budgets are met.
• Set sales targets for the execution of Outbound Campaigns to drive cross sell and upsell, customer retention, dormancy reduction and collection of bad debts
• Financial, sales forecasting and analysing data against budget figures on a weekly and/ or monthly basis.
• Drive cross – sell with CCC team, customer retention, conversion ratio and acquisition of new business
• Manage operational and capital expenditure
• Achieve financial objectives through the preparation of annual budgets that encompasses revenue, capital and operational expenditure.
CUSTOMER CENTRICITY
• Participate in the Bank’s Eco system strategy in delivering and improving customer value chain solutions.
• Create stakeholder engagement with relevant business partners internally and externally with a view to solution for the client.
• 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.
OPERATIONAL EXCELLENCE
• Implement improved operational excellence standards inline with business strategy.
• Preparing reports and analysing data to improve processes, ensure resources are properly allocated, and maximizing efficient workforce.
• Manage and monitor regulatory compliance and improvement of efficiencies, processes and enhancement.
• Ensure compliance with KYC requirements in accordance to regulatory framework.
• Ensure that all FAIS requirements are met.
• Maintaining and improving operations by monitoring system performance, problem solving, preparing and completing action plans.
PEOPLE LEADERSHIP
• Inspire, motivate, and support team so that they are effective and delivering high quality work and meeting organisational and individual objectives.
• Manage planning of resource requirements, ensure
sufficient capable resources are in place to meet service delivery demands, maintaining the effective and efficient capability of the team.
• Build a high performing team where the best people are deployed in the right roles and deliver against strategy.
• Ensure that all employees are motivated and developed.
• Implement and maintain an effective system of internal controls and delegations of authority for the department, to ensure that accountability for decisions made.
• Inspire and engage employees around the vision and strategy of the Bank, maximising employee potential
• engagement and willingness to invest discretionary effort.
• Maintaining departmental structures, processes, and resources.
REPORTING
• Maintains professional and technical knowledge by tracking emerging trends that includes operations management; educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Prepare and submit business performance reports by collecting, analysing, and summarizing data and trends.
LEARNING AND GROWTH
• Work with Learning & Development to ensure learning initiatives are implemented
- Ensure on job coaching and development of your team
• Take ownership for driving own career development.
• Ensure achievement of objectives/milestones set out in the development plan for yourself and employees reporting to your structure are implemented