Contact Centre Manager
Contact Centre Manager
Posted on :
13-06-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
13-06-2025
Job Description
Job ID
139959
Closing date: 17 June 2025
FAIS Affected
Job Purpose
To lead and manage the unit/s by ensuring relevant processes are administered and meet business requirements.
Job Responsibilities
- Meet Service Level Agreements (SLA) by managing processing activities within agreed timelines and parameters.
- Minimise financial and reputational risk by ensuring accuracy of processing activities.
- Contribute to department budget by providing input to operational forecast.
- Minimise operational costs by managing cost effectively within budget.
- Increase Nedbanks market share and revenue by identifying and referring marketing opportunities to relevant clusters.
- Reduce revenue leakage by optimising revenue collection processes.
- Implement a professional customer interfacing environment by managing teams to respond to and action customer requirements within agreed SLA and risk parameters.
- Understand and meet stakeholder (including Regulators) needs by building and maintaining relationships through regular interactions.
- Obtain and provide feedback by meeting with internal and external stakeholders.
- Highlight risk by reporting exceptions.
- Ensure compliance and maintain clean audits by managing implementation and adherence to all processes and procedures.
- Ensure accuracy by implementing preventative and corrective activities.
- Create a culture of continuous improvement by identifying opportunities and/or implementing enhancements to processes procedures and/or systems.
- Ensure projects are implemented and delivered by collaborating whilst adhering to governance practices.
- Meet reporting requirements by compiling and contributing to reports.
- Make and implement informed business decisions by analysing operational/business reports.
- Optimise productivity by implementing capacity management principles.
- Ensure business continuity by drafting updating and testing Business Continuity Plans (BCPs).
- Manage performance of staff by implementing performance agreements ensuring a clear vision agreeing on goals and objectives providing regular feedback on performance recognising and rewarding achievement and take appropriate corrective action where required.
- Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
- Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
- Address issues raised in culture surveys by participating in the development and implementation of action plans.
- Create a client service culture through various required interventions.
- Support and encourage staff to participate and support corporate responsibility initiative.
- Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
- Encourage team to generate innovative ideas and share knowledge.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
- Degree or diploma in related area (finance credit business management administration project management)
Essential Certifications
- FAIS Accreditation RE1 Certification
Minimum Experience Level
- 4 - 6 years related experience (finance credit business management administration project management)
- 3-5 years people management experience
Technical / Professional Knowledge
- Banking knowledge
- Business Acumen
- Data analysis
- Governance Risk and Controls
- Industry trends
- Principles of financial management
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Decision-making process
Behavioural Competencies
- Building Partnerships
- Earning Trust
- Coaching
- Collaborating
- Decision Making
- Work Standards
- Leadership Disposition
- Planning and Organizing
Please contact the Nedbank Recruiting Team at
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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