Telebroker Team Leader at Nedbank

Job Purpose

To manage the smooth running of the Nedbank Contact Centre to ensure qualilty service, client retention and sales and maintaining stakeholder relationships in line with Nedbank's client service strategy.

Job Responsibilities

• Drive direct costs and budgets (expenses) by managing headcount and agents' productivity.
• Manage service level agreement on multiple channels through multimedia platforms.
• Identify cross-sell opportunities during all client interactions.
• Ensure all sales and retention campaigns are actioned as per the Service Level Agreement.
• Manage average handle time, abandonment rate, transferred and repeat calls by analysing Call Management System (CMS) reports and Management Information System (MIS) reporting.
• Drive efficiency and profitability by ensuring projects' targeted cost savings are materialised.
• Manage all queues within Service Level Agreement by monitoring escalations from the Outbound & Inbound Desk Team.
• Manage interactive-time and productivity-time targets by monitoring reports daily.
• Minimise financial loss by ensuring process gaps are closed, training is conducted and corrective action/s are taken when necessary.
• Driving quality standards to ensure excellent client service experience by monitoring call quality scores and Client Experience Measure (CEM).
• Agree and set targets for the delivery of business outputs through engagement with stakeholders.
• Review monthly business performance and deliver on the expectations.
• Ensure accurate MIS reports on sales, service and retention figures by checking monthly packs prepared by our Management Information Specialists.
• Ensure communication channels remain open by maintaining close relationship with the stakeholders.
• Liaise with Workforce and Facilities management on operational issues related to the Desk.
• Manage complaints and escalations within service level agreeement to ensure client satisfaction.
• Manage business risk by ensuring staff are trained and competent on all products and processes in line with job requirements and relevant ACTS.
• For all FAIS related roles ensure compliance to FSCA regulations.
• Key Individuals responsible for management and overseeing the obligation of the FSP as defined in the FAIS act.
• Conduct regular audits to ensure that correct processes are followed by conducting call listening.
• Make sure all employee relations processes are followed effectively to minimise risk.
• Ensure completion of monthly proficiency tests with a pass rate of 80% and take the necessary corrective action to close the training gap.
• Ensure all compliance tests are completed on time.
• Ensure adherance to compliance and risk requirements by conducting audits.
• Manage non-adherance to work plan by monitoring attendance.
• Ensure accurate completion of management control checklist in line with set standard procedure.
• Ensure that Disaster recovery and business continuity plans are kept up to date, tested, communicated and implemented.
• Ensure adherence to Nedbank Policies and Procedures.
• Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.
• Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes (e.g. rotation).
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
• Encourage team to generate innovative ideas and share knowledge.

People Specification

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Diploma

Preferred Qualification

• Relevant Contact Centre or Banking Qualification

Essential Certifications

• Fais related accreditation/qualification or to work under supervision

Preferred Certifications

Type of Exposure

• Communicating job requirements and performance standards to others
• Conducting performance feedback meetings
• Checking performance data to measure employee performance
• Conducting performance appraisal interviews
• Investigating and reviewing processes to improve client satisfaction
• Assuming a key leadership role
• Coaching and mentoring others
• Recruiting and staffing
• Providing constructive feedback to employees
• Managing business risk

Minimum Experience Level

• 3 year call centre experience; 5 years management experience; applicable compliance/legislative requirement e.g. Fais and Key Individual experience

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