Call Centre Service Manager at Discovery Limited

Key Outcomes may include but are not limited to:

• The Call Centre Service Manager is responsible and accountable for the service delivered to all Discovery Bank clients from a service channel perspective. The incumbent aligns the service team within the Operations area to rollout strategic initiatives and implement solutions within the service team.This involves continuously analysing the service and operational functional areas against best practice in the market; identifying and establishing service trends and management frameworks for effective management and productivity; conducting research and analysing the risk exposure and impact. 
• Initially, the role will focus on continuous improvement and customer centricity across all service channels, including AI-powered chat, call centre operations management, driving and delivering on adhoc projects to meet organizational goals

 Areas of responsibility may include but not limited to

• Leading leaders and building, dynamic high performing multiskilled teams who operationally agile
• Introducing agile approaches to coaching to improve both digital and human-led support interactions
• Analyze daily operational data to ensure business continuity and drive staff performance improvements
• Implement effective communication strategies across teams during periods of organizational change
• Provide inspirational leadership with strong administrative and operational oversight
• Support large-scale business integration projects, including staff migration across entities
• Identify and address skills gaps between current services delivery and future banking operational requirements
• Oversee the administration of ISO9000 standards, ensuring alignment with strategic business goals
• Assist in establishing Service Operations to deliver innovative, cost-effective customer service across multiple channels
• Contribute to the setup of the Service team, including operating strategy, guiding principles, and performance measurement frameworks
• Manage relationships with internal and external stakeholders, ensuring clear communication and accountability
• Lead preparations for soft launch initiatives, including the setup of the in-house store and call centre infrastructure
• Champion customer service excellence throughout business migration and staff integration phases
• Facilitate collaborative decision-making while maintaining accountability for final outcomes
• Communicate strategic objectives clearly and inspire teams to align with organizational goals
• Motivate staff and leadership to consistently achieve high levels of performance and engagement.

Special Conditions

• Full time, in office position
• Flexibility to work shifts, Monday to Sunday, including evenings, weekends and public holidays (24/7/365)

Education and Experience (Preferred/Optional)

• Bachelor of Commerce or Bachelor of Science – Required
• Post graduate degree (advantageous)
• Above average excel and power point knowledge and usability
• FAIS accreditation/studying towards, advantageous
• High level of computer literacy and MS office

Work Experience

• At least 3-5 years’ experience on a managerial level minimum
• At least 3-5 years’ experience within Call centre & Operations
• Extensive experience within the banking environment
• Proven track record of successful implementation of business process change projects

Personal attributes and Skills

• Business presentation skills
• Understanding of Business Processes
• Banking regulation and industry knowledge
• Understanding of data and statistics
• Passionate about leading, growing and developing people
• Coaching skills and methodologies to improve leadership coaching
• Digitally savvy and eager to learn about promote new technologies
• Excellent time management
• Detail focused with a commitment to accuracy and quality
• Pro-active / Taking initiative
• Analytical thinking / problem solving
• Adaptable and thriving in a fast-paced environment
• Deadline conscious
• Knowledge of Excel, MS word, MS outlook, MS PowerPoint, Chat GPT and all new AI tools
• Strong interpersonal skills
• Ability to work independently with minimal supervision, as well as within a group
• Knowledge of best practice in operations and leadership advantageous