Business Segment: Personal & Private Banking
Location: ZA, GP, Roodepoort, Ellis Street 4
To manage the end-to-end value propositioning of the Retention inbound and outbound contact centre by ensuring adherence to standing procedures and audit requirements within the area. Managing a large staff contingent in terms of agreed human performance principles, and effective support to all staff and management. To coach, lead and supervise the Retention department effectively and maintain and develop a well-trained staff complement.
To ensure an increase in productivity by implementing and controlling the administrative procedures to clients. To identify potential areas of risk and to take remedial action on an ongoing basis. To manage the short and long-term customer base queries, complaints, and admin work. Effective support to all staff and management. A constant positive motivator in terms of ensuring we delight Customers and stakeholders. Ensure monthly targets are met. Attend stakeholder meetings to ensure we deliver to the SLA targets monthly and any issues are addressed on an ongoing basis. Perform call audits per consultant and FSM audit (call retrieval tracker) to ensure calls are recorded to avoid any audit findings. Ensure a High-Performance team within the area. Perform control checks to mitigate risks and audit findings within the area.
Qualifications
- Completed Matric
- Tertiary qualifications – an advantage
- FAIS accreditation
- RE 5
- Short- and Long-Term Insurance background
Experience
- Minimum 5 years Supervisory experience within a Call Centre or Customer Services environment is a definite necessity.
- Comprehensive knowledge in all SBIB products is an advantage.
Additional Information
- Adopting Practical Approaches
- Articulating Information
- Documenting Facts
- Banking Process & Procedures
- Customer Acceptance & Review (Consumer Banking)
- Product Related Systems (Consumer Banking)
Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraud line on +27 800222050 or
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