Manager: Telebroker at Nedbank

Job Purpose

• Lead and manage the Nedbank Insurance Telebroking / Sales team to ensure seamless operations, exceptional client service, retention, and sales performance. Build and maintain strong stakeholder relationships aligned with Nedbank’s client service strategy.

Job Responsibilities

• Drive operational efficiency and manage budgets by monitoring headcount and agent productivity.
• Oversee service level agreements across multiple channels and multimedia platforms.
• Identify and action cross-sell opportunities during client interactions.
• Ensure all sales and retention campaigns meet SLA requirements.
• Analyse CMS and MIS reports to manage call metrics (AHT, abandonment, transfers, repeat calls).
• Deliver cost-saving initiatives and ensure project profitability.
• Monitor and manage inbound/outbound queues and escalations.
• Maintain quality standards through call quality monitoring and Client Experience Measures (CEM).
• Review monthly business performance and ensure accurate MIS reporting.
• Manage complaints and escalations within SLA to ensure client satisfaction.
• Ensure compliance with FAIS and FSCA regulations, including regular audits and proficiency tests.
• Drive talent development, performance management, and team engagement for optimal results.
• Maintain disaster recovery and business continuity plans.
• Foster innovation and continuous improvement within the team.

People Specification
Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Diploma

Essential Certifications

• Fais related accreditation/qualification or to work under supervision

Minimum Experience Level

• Minimum 3 years in call centre sales team (Insurance) management
• 2 years in a management role (mandatory)
• Strong Excel and PowerPoint proficiency
• FAIS Accredited Qualification (150 FAIS credits)
• RE5 Certification 
• Key Individual experience (advantageous)

Technical / Professional Knowledge

• Financial Accounting Principles
• Relevant regulatory knowledge
• Governance, Risk and Controls
• Change management
• Principles of project management
• Management information and reporting principles, tools and mechanisms
• Communication Strategies
• Operations planning
• Client service principles
• Employee training/development

Behavioural Competencies

• Decision Making
• Customer Focus
• Delegation and Empowerment
• Execution
• Building Talent
• Creating a Culture of Trust