Contact Center Manager at Alexander Forbes

To ensure the effective running of the AFFS i.e (AFICA, Bulking, Pension Payroll, Retirement Funds, Surplus, Health care. AF Trust services, IS, Tracing, Training & Systems) Contact Centre to meet its customer servicing objectives by managing the day to day operations of the AFFS Contact Centre.

Formal Qualifications

• Contact Centre Courses or relevant management courses
• Relevant Diploma / Degree/ Tertiary Qualification Advantage
• Post Graduate Qualifications an advantage
•  Analytical and/or Systems Courses advantage

Required Experience

•   Minimum of 5 years experience at a management level in the Contact Centre Environment
•   Minimum of 3 years in a Management Role
•   Must have experience in setting up corporate training programs
•   Must have business and technical experience
•   Experience in managing a corporate training team is an advantage
•   Employee benefits experience is an advantage

Decision Making, Strategising and planning

• To make appropriate and timely decisions with regards to Contact Centre Operations

• To make sure that the Contact Centre Operates in budgeted cost

• The position holder must be able to solve problems or make decisions making reference to Manuals, Company policies and procedures, External/Internal resources, Legislation/case law, General practice within statutory funds

• Responsible for developing an effective and efficient servicing strategy for Contact Centre within AFFS and to assist other Contact Centre in the Group

• Responsible for ensuring that an effective plan is mapped out for the utilisation of CIC and CRM

• Responsible for ensuring that the servicing model is looking at the latest servicing standards and that it can be utilised in our business keeping the serving area leading and front edge.

• Responsible for ensuring that  structured, effective and dynamic Training & QA Programmes are in place for the AFFS Contact Centre

• Recognising ad hoc revenue opportunities

• Responsible for meeting with Heads of Divisions to ensure that the Contact Centre meets and exceeds servicing requirements

Managing Direct Reports, Processes and Own Individual tasks

• Ensure direct reports manage teams to meet required service targets

• Ensure Training & QA team facilitates all training & qa requirements

• Ensure Support Team maintains all related systems and delivers all projects on time

• Ensure effective reporting back to Heads & MDs of performance and survey feedbacks

• Must be able to be an excellent presenter as role is required to present to New Business Clients and to different forums (internal and external)

Leadership and Relationship Management (Networking)

• Develop and maintain desired organisational culture

• Developing an engaging and positive work environment for staff to perform optimally

• Must have a working knowledge of the business (AF Group)

• Model required leadership behaviour and values

• Talent Management and development of Managers & Team Leaders (and ensure this filters down to all staff)

• Manage and Maintain an effective and good working relationship with MDs, Heads or Senior Managers in following divisions (internal clients and/or service providers):

  • Ops & Admin Back Office

  • AFICA

  • FPC

  • Consulting

  • Investment Solutions

  • HR

  • GIT

  • AFI

  • Guard Risk

• Manage and maintain good relationships with external clients (e.g. Trustees, Key stake holders in Funds or Companies)   

TCF

• Ensures that TCF is understood and practiced by the people reporting to him/her, if any.

• Draws on TCF management information (and potentially contributes towards the input thereof) to monitor progress in TCF and

• address short-comings relevant to his/her area with urgency.

• Keeps abreast of latest TCF information and guidelines as from time to time.

Skills

• Strong Business Acumen

• Excellent oral and Written communication and presentation skills

• Strong knowledge of the financial services business and applicable legislation such as Pension Funds Act, FAIS, Long term and Short term insurance, Income Tax Act.

• Strong risk management skills

• Strong accounting knowledge

• Strong project management skills

• Advanced relationship building & networking skills at all levels

• Ability to multi-task and delegate where appropriate

• Ability to anticipate and manage change

• Ability to work under pressure

• Strategic Innovative thinking and delivery