Growth Manager at FNB South Africa

Job Description

• To assume full responsibility and accountability for the regional strategy and growth activities of the Channel.
• To build sustainable key relationships across all channels, product houses and segments.

Job Purpose:

• To establish, lead, and manage a financial advice call centre that delivers high-quality, compliant financial advisory services to clients. The role requires a strategic leader with deep knowledge of the FAIS Act and proven experience in call centre operations and financial services

Are you someone who can:

• Develop a sales & service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
• Track control and influence sales activities with the specific aim to achieve determined sales targets for FNB Insure and Invest
• Increase cost efficiency
• Manage internal clients and grow portfolio through making contact and generating leads
• Maximize cross sell opportunities and strengthen client relationships
• Translate strategies into actionable goals and execute relevant projects / Initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
• Comply with governance in terms of legislative and audit requirements
• Plan and execute campaigns successfully on schedule, set standards and benchmarks for ensuring successful campaign execution
• Maintain operational accountability for all campaign execution
• Consistently enhance own competence through knowledge development in subject matter and associated industry

Key Responsibilities:

Call Centre Setup & Strategy

• Design, implement and lead the operational framework for a financial advice call centre.
• Develop business plans, staffing models, and identify technology infrastructure to support inbound and outbound advisory services.
• Ensure the call centre is fully compliant with FAIS Act regulations and FSCA guidelines.

Leadership & Management

• Recruit, train, and supervise a team of financial advisors
• Coach and mentor team of financial advisors to handle complex customer queries and maintain high service standards.
• Foster a culture of compliance, performance excellence, and client-centricity.
• Set and monitor KPIs including appointments, quotes, sales call quality, conversion rates, client satisfaction, and compliance metrics.

Financial Advice Delivery

• Ensure all financial advisors are qualified and meet FAIS Fit and Proper requirements. 
• Oversee the provision of financial advice in line with FAIS Act standards, including honesty, integrity, competency, and operational ability. 
• Monitor and coach advisors to maintain high standards of advice and ethical conduct.

Compliance & Risk Management

• Act as the FAIS Key Individual for the call centre, ensuring regulatory exams (RE1 and RE5) are passed and maintained.
• Implement governance, risk, and compliance frameworks to manage exposure and ensure legal adherence.
• Liaise with internal compliance officers and external regulators as needed.

Client Experience & Service Delivery

• Drive initiatives to improve client engagement, retention, and satisfaction.
• Resolve escalated client queries and complaints efficiently and professionally.
• Ensure accurate record-keeping and reporting in line with FAIS and POPIA requirements.

You will be an ideal candidate if you have:

• Minimum: NQF Level 5 / 3 yr degree
• Preferred: Degree in Financial Planning, Commerce, or Business Management
• Regulatory: FAIS-recognized qualification,
• RE1 and RE5 passed 

Experience: 

• 10 years’ experience providing advice on underwritten life insurance and investment products, with a proven ability to deliver compliant and client-centric financial advice.
• Minimum 5 years in call centre management within financial services
• Proven experience in launching or scaling a contact centre is highly advantageous

Skills & Competencies:

• Strong leadership and people management skills
• Deep understanding of FAIS Act and financial services regulation
• Excellent communication and coaching abilities
• Analytical mindset with ability to interpret performance data
• Proficiency in CRM and call centre technologies

Compliance Note:

All candidates must meet the Fit and Proper Requirements as defined by the FAIS Act including:

• Honesty and integrity
• Competency (qualifications, experience, and continuous professional development)
• Operational ability
• Financial soundness

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you have the following:

• Adaptable and curious
• Have a proven successful track record.
• Thrive in a collaborative environment.
• Detail-oriented
• Proactive and accountable
• Calm under pressure 
• Collaborative mindset

End Date: November 1, 2025