Job Description

This role is responsible for inspiring high-performing teams, delivering exceptional customer experiences, achieving sales and service targets, and ensuring compliance within a regulated environment.

Responsibilities

Lead and develop teams by creating a high-performance culture focused on engagement, accountability, coaching and growth.

Drive operational performance across Credit, Insurance and Mobile, ensuring sales, service and productivity targets are achieved.

Champion quality, compliance and risk management, ensuring adherence to FICA, FAIS/FSCA, POPIA and internal policies.

Partner with key stakeholders across Operations, Product, Technology, Analytics and Training to deliver business initiatives and continuous improvement.

Improve customer outcomes through customer insights, complaints analysis, process enhancements and service excellence initiatives.

Oversee workforce planning to ensure the right resources are available to meet customer demand and service level commitments.

Qualifications

5 - 7 years' contact centre operations experience, with at least 5 years in a senior leadership role.

Experience leading large sales and service teams within Credit, Insurance, Mobile or Telecommunications environments.

Insurance sales operations experience is advantageous.

Relevant tertiary qualification; Financial Services or Insurance-related certifications are beneficial.

RE certification would be advantageous.

Strong understanding of contact centre operations, workforce management, performance optimisation and coaching.

Knowledge of FICA, FAIS/FSCA, POPIA, Treating Customers Fairly (TCF) principles and operational risk management.

Passion for developing people, driving results and delivering exceptional customer experiences.