Active Jobs at Ignition Group

The role:

The Quality Assurance agent is required to ensure call quality, adherences to sales conduct and provide feedback to team leaders, managers, and trainers to enhance the performance of the sales agents.

 This is specific to the monitoring of all calls, whether sale or non-sale, with the intent of providing feedback to stakeholders on the compliance of sales requirements to minimise risk.

The detail:

 Monitoring

• Daily Monitoring via telephonic call assessments of sales/non-sales calls from agents
• Ensuring that the sales agents comply with sales policies and procedures.

 Risk Management and Compliance

•  Facilitate risk management in terms of identifying issues where misleading and possible claims against the company arise
• Eliminate cancellations and returns/escalations by providing accurate and relevant feedback to relevant stakeholders.
• Confirmation of compliance requirements per client business rules.

Requirements

• You have a Matric and/or tertiary qualification?
•  Are you willing to work flexible shifts, dependent on operational requirements?
•  Do you have QA /call centre experience /admin experience?
•  Are you as fanatical about attention to detail as we are?
•  Target and results-driven, excellent communicator (English) and listener, good time management and patience – does this sound like you?

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Description

Dialler Support and Management

• Provide technical assistance and troubleshooting for dialler systems to ensure smooth operations. Address any technical issues promptly to minimize downtime and disruptions.
• Oversee the configuration of dialler settings, including call pacing, campaign setup, and agent assignments. Ensure configurations align with campaign objectives and compliance regulations.
• Regularly monitor dialler performance metrics such as call connect rates, agent productivity, and campaign success. Identify areas for improvement and implement strategies to optimize performance.
• Coordinate the setup and execution of outbound calling campaigns, including scheduling, scripting, and list management. Ensure campaigns are executed efficiently and effectively to meet targets.
• Review previous day's performance to make recommendations and agree on, communicate, and deliver the dialing plan for the day.
• Report dialler issues to relevant stakeholders and follow through to resolution.
• Optimize resource and KPI achievement through monitoring and managing real-time adherence.

Contact Strategies

• Review dialler set up and performance on an ongoing basis to make recommendations on changes to contact strategies to drive improvements in contact rates and operational performance.
• Manage the dialler throughout the day to deliver key dialler metrics and adherence to regulatory bodies.
• Develop and use operational reports to drive fact-based decisions on operational performance and process initiatives.

Operational Relationship Management

• Cultivate positive relationships with key stakeholders, including internal teams, clients, vendors, and third-party service providers. Understand their needs, expectations, and priorities to foster collaboration and alignment.
• Manage relationships with external vendors and service providers involved in supporting operational activities. Coordinate vendor selection, contract negotiations, and ongoing performance evaluations to ensure service quality and value for money.
• Respond promptly to operational issues, escalations, and conflicts that may arise within or between teams. Facilitate discussions, mediate conflicts, and implement solutions to maintain harmony and productivity.
• Monitor the performance of operational relationships, including service level agreements, key performance indicators, and contractual obligations. Identify areas of improvement and implement corrective actions as needed.
• Manage the impact of organizational changes on operational relationships. Communicate changes effectively, address concerns, and ensure smooth transitions.
• Deliver data performance KPIs.
• Identify, communicate, and implement actions to address any risks to the delivery of data/dialler targets.

Requirements

Experience, Knowledge, Skills, and Attributes Required:

• Strong Analytical and Quantitative Skills: Proficiency in analyzing data, identifying trends, and interpreting quantitative information to make informed decisions and recommendations.
• Strong Oral and Written Communication Skills: Ability to communicate effectively and clearly, both verbally and in writing, to convey complex information to diverse audiences.
• Strong Interpersonal Skills: Ability to build and maintain positive relationships with colleagues, clients, vendors, and other stakeholders.
• Demonstrated Communication Skills to Multiple Stakeholders and Levels: Experience communicating complex concepts and ideas to various stakeholders at different organizational levels.
• Self-Motivated and Team Player: Proven ability to work independently with minimal supervision while also collaborating effectively as part of a team to achieve common goals.
• Strong Sense of Ownership: Demonstrated commitment to taking ownership of tasks and projects, seeing them through to completion with attention to detail and quality.
• Starter Finisher Mentality: Enthusiastic and proactive approach to tasks, demonstrating initiative and drive to deliver results within established timelines.
• Passion for Delivering Results: Genuine enthusiasm for achieving objectives and exceeding expectations, with a focus on delivering tangible outcomes and driving continuous improvement.
• Ability to Identify Process Efficiencies: Aptitude for identifying inefficiencies in processes and workflows, and proposing and implementing innovative solutions to streamline operations.
• Initiative to Drive Change: Proactive attitude towards identifying opportunities for improvement and taking the initiative to initiate and drive change initiatives to enhance performance and effectiveness.

We’d love to hear from you if...

• You possess a Matric Qualification.
• You have 3-5 years of experience as a dialler administrator.
• You have a minimum of 2 years of experience in interpreting call center analysis.
• You possess knowledge of contact center systems and processes.
• You have experience in running and completing projects to completion.
• You have the ability to consolidate and analyze information to identify creative new ways of working and innovative solutions to problems.
• You can package ideas and results in a logical, understandable, and compelling way for both technical and non-technical audiences.
• You are able to work flexible hours, including domestic and international shifts.
• SQL knowledge and skill are advantageous.
• Advanced Excel skills are advantageous.
• Experience with Connex CXM Dialler is advantageous.

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Key roles and responsibilities :

      Sales and Marketing Strategy Development

• Work closely with internal stakeholders such as marketing to develop sales and marketing strategies.
• Define business plans and go-to-market strategy based on return-on-investment driven business models

Account Development and Management

• Take responsibility for account development and management.
• Develop account plans including customer landscape, financial information, and
• account goals.
• Responsible for new account development and/or expanding existing accounts within the assigned sales channel.
• Provide product training to customers, sales partners, and new employees.

Partner Development and Management

• Find, generate, and develop new partners to sell company products and services to end-users.
• Build and grow relationships with existing channel sales partners.
• Conduct partner site visits.

Sales Operations Oversight

• Oversee daily sales operations, coordinating consistent workflows, plans, and reporting structures.
• Manage new launches in different sites.
• Provide product training to customers, sales partners, and new employees.
• Manage sales promoters at various retail sites.

Revenue Objectives and Achievement

• Develop and review sales proposals and related activities to drive achievement of revenue objectives.
• Responsible for sales quota and monitoring and measurement of the assigned accounts' target achievements.

Market Research and Strategy Implementation

• Follow leads and market research to develop new avenues for sales.
• Develop a sales strategy that utilizes these channels.
• Create awareness of and demand for company products.

Requirements

Knowledge, skills and attributes:

• Effective communicator with excellent interpersonal skills and an ability to build strong relationships with partners.
• Driven, highly motivated and results driven.
• Strong presentation skills and the ability to articulate complex concepts to cross-functional audiences.
• Ability to negotiate and influence optimal business results.
• A thorough understanding of the market and market dynamics
• Strong networking skills

Education and training:

• Bachelor’s degree Sales, Marketing, Business or in a relevant field

Experience:

• At least 2 years’ previous experience in business-to-business sales
• At least 2 years experience in managing a sales team.
• Experience selling products and/or services via channel partnerships.
• Experience with CRM or related sales tools and software

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Description

The Group People Consultant is responsible for coordinating and implementing the human resources operational activities. This is done by, ensuring that the company’s human capital service the best interests of the company. This position provides excellent service to all stakeholders and ensures at all times that HR processes are implemented with integrity and professionalism.

Key roles and responsibilities :

Query resolution

• Attend to HR queries from employees and management to ensure the accuracy, security, and compliance of all employee data on relevant systems.
• Serve as a HR subject matter expert and point of escalation for employee related queries.
• Provide support to employee on various HR aspects.
• Provide advise and recommendations to HR personnel for resolution of daily issues.
• Coaches managers in dealing with employees in difficult situations.
• Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.

HR process and policy implementation and consultation

• Administer and implement assigned HR services operations and processes.
• Attract and select the right people in the company.
• Ensure that performance management processes have been implemented effectively and efficiently.
• Serve as internal consultant by analysing the effectiveness of the company’s current HR programs and recommending improvements.
• Ensure HR programs and services are in compliance with established policies, procedures and legislation.
• Provide frequent and instant feedback to management about the people management practices.
• Implement company policies and procedures.

Project implementation

• Work with management to implement the HR strategy.
• Engage in different people management projects in the business unit.
• Support a diverse variety of HR Operations projects that range significantly in size and complexity.

HR service operations and administration

• Oversees HR administration in the company or assigned business unit.
• Participate in workforce administration processes (time and attendance, talent acquisition, compensation and benefits, etc).
• Ensure that data contained in HR systems is accurate and in compliance with legislation and HR processes.
• Maintain knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law.
• Provide guidance and interpretation for business operations.

Requirements

Knowledge, skills and attributes:

• Has knowledge of the company’s performance management processes.
• Good knowledge of various HR functions such as benefits and compensation, recruitment, onboarding, evaluation, training and development.
• Display knowledge of industry best practice.
• Demonstrate relevant business process and functional knowledge.
• Display excellent listening skills, attention to detail and empathy.
• Display a high level of client focus an orientation.
• Demonstrate problem analysis and solution formulation skills.
• Act as an advisor and display effective influencing ability.
• Display the ability to exercise sound judgement on employment related matters.
• Display the ability to exercise the appropriate discretion when working with confidential and sensitive matters and information.
• Possess the ability to execute HR processes in line with business requirements and group strategy.
• Display management and leadership capabilities and have excellent collaborative and team working capability.
• Demonstrate the ability to build and sustain effective working relationships with employees at all levels in the organisation.
• Possess the ability to facilitate contact between different people.
• Possess the ability to mentor, coach and develop others.
• Ability to explain ideas and concepts in a simplified manner.

Education and training:

• Diploma in Human Resources, Business or a related field.
• Bachelors degree in HR would be advantageous.
• Labour Relations certification (advantageous).

Experience:

• At least 2-3 years’ experience working in a HR environment of which 1-2 years in a People Consultant position.
• Experience implementing and managing projects.
• Experience with HR software, like HRIS.
• Experience managing conflict and sensitive issues and achieving positive outcomes.
• Experience developing and managing change projects and programmes.
• Experience delivering strategic priorities within strict timelines.
• Experience implementing workforce plans that reflect company/departmental need.

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Description

The Chief Information Officer will establish and drive the implementation of an enterprise-wide IT strategy, ensuring alignment with business objectives.

The CIO will lead efforts to optimize technology resources, enhance cybersecurity measures, drive innovation, and ensure the effective management of data assets.

 The CIO will guide the development of technology products and solutions that meet the needs and expectations of customers, positioning the organisation as a leader in delivering value-added technology solutions.

Key roles and responsibilities : 

Technology strategy

• Develop and communicate the organization's technology vision and strategy, aligning it with business goals and objectives.
• Ensure that product architecture supports the strategic priorities of the business. 
• Identify emerging technologies and trends, assessing their potential impact on the organization's operations and competitiveness.
• Lead the development and implementation of IT governance frameworks, policies, and procedures to ensure effective management and utilization of technology resources.

Information Technology Infrastructure and Operations

• Ensure that IT infrastructure supports the goals and requirements of the business.
• Collaborate with IT teams to leverage technology for improving operational efficiency and achieving organizational objectives.
• Provide oversight to ensure alignment with enterprise standards and objectives across diverse IT operations, while facilitating procurement processes and vendor relationships.
• Collaborate with IT teams to optimize technology systems and processes, enhance customer experience, and drive business growth.
• Monitor technology performance metrics, analyze opportunities for optimization, and collaborate with IT teams to deploy and maintain IT systems effectively, supporting organizational scalability and success.

Data Management and Governance

• Establish and implement data management strategies, policies, and standards to ensure the effective governance, quality, and security of data assets.
• Oversee the design, development, and implementation of data management solutions, including data warehousing, analytics, and business intelligence platforms.
• Ensure compliance with regulatory requirements, industry standards, and best practices for data privacy, security, and governance.
• Drive initiatives to leverage data analytics and insights to support decision-making, enhance operational efficiency, and drive business innovation.

Digital Transformation 

• Champion digital transformation initiatives to enhance customer engagement, improve operational efficiency, and drive business innovation.
• Lead efforts to leverage data analytics, artificial intelligence, and other emerging technologies to gain insights, optimize processes, and create value for the organization.
• Collaborate with business units and stakeholders to identify opportunities for leveraging technology to create new revenue streams and business models.

IT Security, Governance and Compliance

• Establish and maintain IT governance frameworks, policies, and controls to ensure compliance with regulatory requirements, industry standards, and best practices.
• Monitor and evaluate IT risks and vulnerabilities, implementing measures to mitigate and address potential threats and vulnerabilities.
• Ensure the confidentiality, integrity, and availability of sensitive information and data assets, implementing appropriate security measures and protocols.
• Ensure the reliability, availability, and security of IT systems, networks, and infrastructure, implementing appropriate measures to safeguard against cyber threats and data breaches.
• Develop and implement disaster and emergency recovery plans.

Financial management

• Develop, track and control technology operating and capital budgets for purchasing, staffing and operations.
• Oversee the procurement of new technologies and IT tools including evaluation of potential suppliers and contract negotiations.
• Plan and manage costs and improve productivity and ensure return on investment (ROI) on any expenditure.
• Manage and optimise infrastructure assets to satisfy internal financial targets.

Leadership and Team Management  

• Provide strategic leadership and direction to the IT team, fostering a culture of innovation, collaboration, and continuous improvement.
• Develop and mentor IT staff, empowering them to achieve their full potential and contribute to the success of the organization.
• Collaborate with cross-functional teams and stakeholders to drive IT initiatives and projects, ensuring alignment with business objectives and priorities.

Requirements

Knowledge, skills and attributes:

• Strong leadership and communication skills, with the ability to articulate a compelling vision for technology and drive organizational change.
• Deep knowledge of information technology principles, practices, and trends, with a focus on cybersecurity, cloud computing, and digital transformation.
• Proven track record of strategic planning, project management, and execution of complex IT initiatives.
• Ability to collaborate effectively with executives, business leaders, and technical teams to achieve strategic objectives.
• Strong analytical and problem-solving skills, with the ability to assess and mitigate IT risks and challenges. 

Education and training:

• Advanced degree in IT, computer science, management information systems, business administration.
• Relevant certifications, e.g., TOGAF, ITIL advantageous.

Experience:

• Minimum 10 years' experience in an IT operations role or related field.
• Demonstrated expertise in data management, data governance and compliance.
• At least 5 years’ experience in leadership or executive position.
• Proven experience in developing and implementing IT strategies, governance frameworks, and digital transformation initiatives.
• Substantial experience managing outsourced vendor contracts for service delivery and IT operations.
• Experience managing complex IT projects, budgets, and vendor relationships in a large organization.
• Hands-on experience with enterprise systems, cybersecurity, and emerging technologies.

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Description

The Product Marketing and Customer Relationship Manager will play a crucial role in expanding product offerings, driving customer engagement, and increasing revenue. This role develops and executes comprehensive marketing strategies, manage customer relationships, and enhance the overall customer experience.

Key roles and responsibilities : 

Marketing Strategy and Campaign Development

• Develop and implement above-the-line marketing campaigns targeting appropriate customer segments.
• Design marketing campaigns that promote a balanced mix of products and services tailored to specific customer needs.
• Utilize market research and customer insights to inform marketing strategies and product positioning. 

Product Launch and Promotion

• Plan and execute product launches for new complementary products.
• Create promotional materials and sales tools to support product launches and marketing initiatives.
• Coordinate with sales and product development teams to ensure alignment on product messaging and marketing efforts.

Customer Relationship Management

• Develop and manage customer engagement strategies to enhance loyalty and retention.
• Implement upselling and cross-selling initiatives to maximize revenue from existing customers.
• Analyze customer data to identify opportunities for personalized marketing and tailored product offerings.

Business Growth and Development

• Identify and pursue opportunities to grow the customer base through the addition of new products and bundled solutions.
• Collaborate with the sales team to develop effective sales strategies and tactics.
• Monitor and analyse market trends, competitor activities, and customer feedback to refine marketing strategies and product offerings.

Performance Analysis and Reporting

• Track and report on the performance of marketing campaigns, including ROI analysis and overall CLTV (Cusomer lifetime value) improvement.
• Utilize analytics tools to measure the effectiveness of marketing initiatives and customer engagement strategies.
• Provide regular reports and insights to senior management on marketing performance and business growth.

Requirements

Knowledge, skills and attributes:

• Strong commercial acumen with the ability to develop and execute effective marketing strategies.
• Excellent communication and interpersonal skills.
• Ability to analyze data and generate actionable insights.
• Proficient in using marketing analytics tools and CRM software.

Education and training:

• Bachelor’s degree in marketing, Business Administration, or a related field.  

Experience:

• A minimum of 3-5 year’s experience in product marketing, preferably within the telecommunications or insurance industry.
• Experience with customer relationship management (CRM) and data-driven marketing.
• Demonstrated ability to drive business growth through innovative marketing strategies.

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Key roles and responsibilities : 

Data Analysis and Insights

• Analyse consumer credit data to identify buying patterns and purchasing power.
• Use statistical methods and software to interpret data sets.
• Generate insights on customer creditworthiness and purchasing behaviour.

Credit Recommendations:

• Make data-driven recommendations on the amount and type of credit to extend to customers.
• Determine optimal credit terms and repayment periods based on analysis.
• Advise on when to increase or decrease credit limits to maximize returns and minimize risk.

Risk Management

• Assess and monitor credit risk associated with extending credit to consumers.
• Develop and implement strategies to mitigate potential credit risks.
• Monitor changes in consumer credit profiles and adjust credit policies accordingly.

Collaboration and Communication

• Work closely with the Product Marketing and Customer Relationship Manager to align credit policies with marketing strategies.
• Communicate findings and recommendations to senior management and other stakeholders.
• Provide regular reports on credit performance and risk metrics.

Credit Policy Development

• Develop and refine credit policies based on data analysis and business objectives.
• Ensure credit policies comply with regulatory requirements and industry standards.
• Continuously improve credit assessment processes and tools.

Performance Monitoring

• Track and report on the performance of credit strategies and their impact on business outcomes.
• Use predictive modelling to forecast future credit trends and potential risks.
• Analyse the impact of credit policies on customer retention and revenue growth.

Requirements

Knowledge, skills and attributes:

• Strong analytical skills with the ability to interpret complex data sets.
• Proficiency in statistical analysis software (e.g., SAS, SPSS, R, Python).
• Knowledge of credit scoring models and risk assessment techniques.
• Attention to detail and strong problem-solving abilities.
• Ability to work collaboratively in a team environment.

Education and training:

• Bachelor’s degree in finance, Economics, Statistics, Data Science, or a related field.

Experience:

• Proven experience in credit analysis, risk management, or related roles ideally in a banking environment.
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Excellent communication and presentation skills.