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  • Operations Manager - Johannesburg - firstrand

    firstrand
    firstrand Johannesburg

    4 weeks ago

    Default job background
    Description

    Job Description

    To ensure efficient optimisation of operations resources to deliver on client expectations in compliance with statutory, legal, regulatory, risk requirements and execute transactions in line with ACI model code, ICC Rules, CSD, Stock Exchange and RMB requirements.

    Key Responsibilities:

    • Operational Leadership: Oversee daily operations to ensure contact centre is running efficiently. Implement/enhance operational strategies and policies. Manage contact centre resources, including staff, equipment, and technology. Monitor and analyse KPIs to identify areas for improvement. Prepare and manage campaign metrics.
    • Team Management: Address and resolve employee issues and concerns. Recruitment.
    • Customer Service Focus: Handle and resolve complex customer issues and complaints. Monitor call quality and identify areas for improvement. Update contact centre scripts.
    • Performance Management: Set and track performance targets. Analyse contact centre data and prepare reports. Implement strategies to improve performance and productivity. Run incentives/marathon days.
    • Communication and Reporting: Communicate effectively with staff, management, and stakeholders. Prepare and present performance reports. Attend meetings and represent the contact centre.

    Ideal Candidate:

    • NQF Level 6 or 7
    • 3 Years in Life Underwritten products
    • 5 Years management in a sales call centre
    • Operational Experience

    We Offer:

    • Networking and collaboration opportunities
    • Progressive and agile environment
    • Innovation opportunities

    We Seek:

    • Adaptability and curiosity
    • Attention to detail
    • Collaborative spirit
    • Deadline orientation
    • Ability to work under pressure

    About Us

    FNB serves retail and commercial customers with banking, insurance, savings, and digital solutions. Recognized globally, FNB offers award-winning services and opportunities for a rewarding career committed to making a difference in people's lives.


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