Operations Manager at FNB South Africa

Job Description

• To ensure efficient optimisation of operations resources to deliver on client expectations in compliance with statutory, legal, regulatory, risk requirements and execute transactions in line with ACI model code, ICC Rules, CSD, Stock Exchange and RMB requirements

Hello Future Operations Manager,  

• Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. 
•  As part of our talented team in FR Life Assurance, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change 

Are you someone who has the following Key Responsibilities:

Operational Leadership:

• Oversee daily operations to ensure contact centre is running efficiently Implement / Enhance operational strategies and policies. Manage contact centre resources, including staff, equipment, and technology. Monitor and analyse key performance indicators (KPIs) trends to identify areas for improvement. Prepare and manage campaign metrics to ensure campaigns are running optimally. (Lead volumes, Pass strategies etc)

Team Management:

• Address and resolve employee issues and concerns. Recruitment

Customer Service Focus:

• Handle and resolve complex customer issues and complaints. Monitor call quality and identify areas for improvement in agent performance. Enhancements and updates to Contact Centre scripts

Performance Management:

• Set and track performance targets and objectives for the contact centre. Analyse contact centre data and prepare reports. Implement strategies to improve contact centre performance and productivity. Implement and run incentives / marathon days

Communication and Reporting:

• Communicate effectively with staff, management, and other stakeholders. Prepare and present reports on contact centre performance and operations.
• Attend meetings and represent the contact centre in various forums. 

You will be an ideal candidate if you:

• NQF Level 6 or 7
• 3 Years Experience in dealing with Life Underwritten products
• 5 Yeats management experience in a sales call centre environment
• Operational Experience

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 are: 

• Adaptable and curious
• Attention to detail
• Thrive in a collaborative environment
• Deadline driven
• Able to handle a pressurized environment