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- 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.
- NQF Level 6 or 7
- 3 Years in Life Underwritten products
- 5 Years management in a sales call centre
- Operational Experience
- Networking and collaboration opportunities
- Progressive and agile environment
- Innovation opportunities
- Adaptability and curiosity
- Attention to detail
- Collaborative spirit
- Deadline orientation
- Ability to work under pressure
Operations Manager - Johannesburg - firstrand

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:
Ideal Candidate:
We Offer:
We Seek:
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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IT Operations Manager
Full time Only for registered members Johannesburg
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Operational Risk Manager
Full time Only for registered members Johannesburg
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Operations Manager
Full time Lodge Security- Johannesburg
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Operations Manager
Manyin2One Pty Ltd- Johannesburg
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Operations Manager
Make It Good- Johannesburg
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Operations Manager
Oxyon Human Capital Solutions- Johannesburg
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Operations Manager
Level Up- Johannesburg
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Operations Manager
Decathlon South Africa- Johannesburg
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Operations Manager
Headhunters- Johannesburg
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Operations Manager
Flair TM- Johannesburg
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Operations Manager
Ability Executive Recruitment- Johannesburg
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Operations Manager
Many In 2 One- Johannesburg
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Operations Manager
Timberland- Johannesburg
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Operations Manager
talentCru- Johannesburg
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Operations Manager
People Source- Johannesburg
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Operations Manager
Oxyon Human Capital Solutions- Johannesburg
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Operations Manager
H.R. Solutions- Johannesburg
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Operations Manager
Many in 2 one- Johannesburg
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Operations Manager
Flair TM- Johannesburg
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Product Operations Manager
Full time Only for registered members Johannesburg
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Operations Manager
People Source- Johannesburg