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  • Posted: Oct 13, 2021
    Deadline: Not specified
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    Nedbank Group Limited is a bank holding company that operates as one of the four largest banking groups in South Africa. The company's shares have been listed on the JSE Limited since 1969. The group offers a wide range of wholesale and retail banking services through four main business clusters, namely Nedbank Corporate and Investment Banking, Nedbank Retai...
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    Portfolio Manager

    Job Purpose

    To assist in managing and enabling call centres (internal and external) to deliver financial services to bank clients and achieve team results thus contributing to achieving the banks strategice objectives, financial results and market shares.

    Job Responsibilities

    • Ensure take up of Nedbank Insurance product via Nedbank call centre channels by running campaigns and identifying efficiencies.

    • Increase lead conversion across all campaigns in the call centres.

    • Propose, execute and monitor cold and warm campaigns via multiple mediums to drive increase take up in call centres.

    • Measure client satisfaction. Improve service, gathering feedback from clients and other stakeholders and taking corrective based on feedback received.

    • Build collaboration with internal and external stakeholders.

    • Build relationships with all relevant stakeholders, including product providers both internal and external.

    • Ensure that latest product information is mentioned in all the scripts and ensure adherence to scripts in call centres via a rigorous QA propose.

    • Ensure transformational target are met.

    • Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.

    • Participate in the development and implement action plans to address issues raised in culture surveys to improve results.

    • Create a client service culture. Achieve operational excellence.

    • Encourage team to generate innovative ideas and share knowledge.

    • Manage performance of staff by implementing performance agreements and ensuring a clear vision.

    • Identify performance gaps per channel and suggest ways to close these gaps.

    • Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through participation in decision-making processes.

    • Stay abreast in field of expertise and deliver on the expectations from stakeholders by identifying current and future digital needs.

    • Embrace the Nedbank vision and values by leading by example. Manage the onboarding process of new call centre channels or partners.

    • Ensure that plans are implemented and financial targets, including average premiums are met.

    • Take corrective actions to ensure that targets are achieved and quality standards are met.

    • Control costs by reacting to identified exceptions in expenditure.

    • Ensure that all services delivered are compliant with both Group standards and national legislative requirements.

    • Support performance and compliance to all sales processes and procedures.

    • Ensure that all organisation projects, processes and systems are delivered timeously.

    • Support efficiency and effectiveness in the business and the team.

    • Ensure compliance with all bank and regulatory requirements.

    People Specification

    Essential Qualifications - NQF Level

    • Matric / Grade 12 / National Senior Certificate

    • Advanced Diplomas/National 1st Degrees

    Preferred Qualification

    NQF Level 6 in Financial Services or Certified Financial Planning Certificate

    Certification or Degree in Project Management / Sales / Marketing

    Type of Exposure

    • Formulating and implementing communication strategies to cascade functional strategies

    • Conducting benchmarking exercise to investigate improvement opportunities

    • Developing and execute the strategy plan

    • Developing a stakeholder management grid for the business

    • Executing organisational change

    • Developing resource plans to execute functional strategies

    • Networking and building relationships

    • Developing a client service delivery plan

    • Establishing and maintaining collaborative relationships with peers / subordinates / managers

    • Making effective financial decisions

    Minimum Experience Level

    Minimum 4 years call centre sales environment in leading or or responsible for sales outcomes.

    • Experience in running / managing a campaign/s in a call centre environment.

    • Experience in sales, marketing and call centre in a channel management or Key Account Management role will be advantageous.

    • Exposure or knowledge of call centre sales processes.

    Technical / Professional Knowledge

    • Business administration and management

    • Business terms and definitions

    • Communication Strategies

    • Financial Accounting Principles

    • Governance, Risk and Controls

    • Nedbank policies and procedures

    • Organisational behaviour theory

    • Relevant regulatory knowledge

    • Management information and reporting principles, tools and mechanisms

    • Human Resource Policies And Practices

    Behavioural Competencies

    • Initiating Action

    • Building the Sales Team

    • Coaching the Sales Team

    • High-Impact Communication

    • Driving Successful Customer Engagements

    • Aligning and Executing Sales Strategy

    Method of Application

    Interested and qualified? Go to Nedbank on jobs.nedbank.co.za to apply

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