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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...
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
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