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    Manager, Campaigns - Johannesburg, South Africa - Standard Bank Group

    Standard Bank Group
    Standard Bank Group Johannesburg, South Africa

    6 days ago

    Default job background
    Full time
    Description

    Job Description

    To strategize, plan and deliver quality campaigns according to the contact centre requirements in conjunction with the business unit executing the relevant POC (i.e., campaign specific).To develop campaigns insights and support the call centre by providing the required information to determine which campaigns to run, by when and for how long. To support and position the call centre as a channel of choice for other Insurance and Wealth Business Units within the group for POC's only.
    To provide functions related to Campaign Management, Dialer, and work force management support. Constantly and passionately pursuing initiatives to further enhance and optimize the Inbound and Outbound Call Centres within the Insurance structure through Dialer, traffic, and workforce management. To strategically, tactically, and creatively find ways to achieve maximum output and effectiveness of call centre solutions in place currently and in the future. To ensure Insurance strategies are translated into executable dialer strategies that work to achieve the desired results from an Insurance Operations perspective
    To formulate and execute an integrated workforce planning tactical plans over the short, medium, and long term across Insurance Contact Centres and to maintain and manage the dialer set up and ensure all settings are in line with best practices and stakeholder requirements. Manage direct reports to ensure individual's dialer and inbound set up is optimal and aimed at delivering stakeholder requirements. Plan and manage capacity of resources to ensure productivity and resources planning, including scheduling composition for consultants and resource forecasting, to ensure optimal customer service level as per consultation with business partners. The role encompasses the associated systems administration required to ensure that the resources have access to the relevant telephony systems

    Qualifications

    Minimum Qualifications
    Type of Qualification: First Degree
    Field of Study: Relevant Bachelor's degree or a diploma in Marketing

    Experience Required
    Contact Centre sales and service centres within Insurance

    Knowledge of multi-media and social media as a channel within the contact centre.

    Approximately 2-3 years' experience in a direct and database marketing environment.
    Exposure to a multi-channel business environment.
    Significant marketing project management experience.
    Approximately 2- 3 years' contact centre management or support experience.

    Additional Information

    Behavioral Competencies:

  • Adopting Practical Approaches
  • Checking Details
  • Conveying Self-Confidence
  • Developing Expertise
  • Documenting Facts
  • Embracing Change
  • Establishing Rapport
  • Exploring Possibilities
  • Following Procedures
  • Impressing People
  • Interacting with People
  • Interpreting Data

    • Technical Competencies:

  • Application Knowledge for Support
  • Sales and Marketing
  • Project management Skills
  • Financial Modelling
  • Embracing change
  • Generating ideas
  • Risk Awareness

    • Rise and grow with a career at Standard Bank Group

    Join a committed group of people who stand behind one common purpose: Africa is our home, we drive her growth. We firmly believe that our people are our greatest competitive advantage. It's only through our people's expertise and dedication that we are able to bring our purpose and strategy to life in service of our clients and society at large. That's why we strive to create a work environment where our people can thrive, where they are able to bring their whole selves to their work and are empowered to pursue their dreams and aspirations.

    Join us as we Transform our Business
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