Lets Write Africa’s Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
JOB SUMMARY
Lead and manage the day-to-day operational activities of the Contact Centre and liaise with line two and three functions in ensuring service delivery standards are achieved, staff performance is effectively managed, and customer experience is consistently enhanced through efficient people, process, and performance management.
KEY PERFORMANCE INDICATORS
- Timely submission of documented Training Need Analysis, induction plans, and monthly progress reports.
- Achievement of quantitative and qualitative performance KPIs as defined in the personal score card
- Number and quality of documented performance improvement actions and escalated issue resolutions.
- Staff engagement levels and adherence to policies and procedures.
- Accuracy and timeliness of operational and productivity reporting.
- Leads Qualification and Conversion Rates
- Campaigns Reach Rate
KEY RESPONSIBILITIES
- Develop and implement initiatives aimed at driving continuous performance improvement and development of all contact centre & frontline branch staff members through building skills, knowledge and overall competence.
- Deliver productivity and achievement of service quality targets.
- Develop, deliver and evidence robust performance management practices within the contact centre team such as a coaching culture with positive performance and behavioural results.
- Manage complex enquiries that cannot be resolved to the customer’s satisfaction at first point of contact preventing these from escalating into complaints.
- Produce timely and accurate management information & reports to be cascaded to stakeholders within the deadlines set.
- Ensure workload and demand is constantly reviewed and members of staff are fully optimized to ensure delivery of SLA and compliance through accurate forecasting and planning.
- Contain customer complaints through development of initiates to drive effective customer contact management by all team members.
- Drive process improvement through reliable root cause analysis, customer and staff feedback, leading to time bound action plans that deliver productivity, quality and process/cost optimization.
- Manage relationships across peers, teams, functions and business partners as required ensuring a supportive collaborative culture is developed and maintained to aid continual improvement.
- Plan and prioritize the ever-changing workload to ensure all required deadlines are regularly achieved.
- Maintain professional and technical knowledge by tracking emerging trends in Contact Centre Operations management
- Manage all outbound and telesales campaigns
- Drive compliance to bank policies, procedures, process flows, SLA, consumer protection Act and closure of all audit items.
- Any other duties as shall be assigned from time to time
MINIMUM QUALIFICATIONS/EXPERIENCE
Education
Undergraduate degree from a recognized university preferably in business or social sciences
Professional Qualifications
Certification or training in Contact Center Operations
Knowledge and Skills
- Excellent interpersonal skills, proactive, result oriented, confident, energetic and able to work under pressure with a positive attitude.
- Policy interpretation and compliance
- Data Analysis and Reporting
- Knowledge of Insurance and Banking Operations.
- Knowledge of banking laws and regulations
- Performance and productivity Management
- Omnichannel and CRM System use proficiency
- Telesales and Retention Campaign Management
- Demonstrated knowledge of Managing Diaspora Customers
Experience
At least 5 years total working experience in a customer experience role with at least 2 years in a contact centre leadership role.
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
- Masters Degree
- Lean Six Sigma Certification
COMPETENCIES REQUIRED
- Demonstrated leadership abilities.
- Good interpersonal and communication skills
- Strong analytical problem-solving skills.
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
- A commitment to improve your own customer service skills in an ongoing basis.
- Flexible and able to maintain performance and composure in dynamic, high-pressure environments.
- Knowledge of Power BI & Survey Tools
Performs routine administrative duties such as drafting correspondences, scheduling appointments, organising and maintaining data, as well as assisting internal and external stakeholders
Responsibilities
Administration
Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.
Correspondence
Prepare tailored letters, emails, and more complex reports and agendas and minutes of meetings for approval by a board-level executive.
Data Collection and Analysis
Collate and analyze data using preset tools, methods, and formats. Involves working independently.
Insights and Reporting
Contribute to the preparation of various data and analytics reports.
Document Preparation
Organize and prepare complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for special reports.
Business Meetings/Events Arrangement
Arrange venues, equipment, catering, accommodations, and travel for participants arriving from various locations to ensure the smooth running of medium-scale events.
Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
Operational Compliance
Identify, within the team, instances of noncompliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
Procurement
Achieve specific procurement goals or provide support to others while following established procurement systems and protocols.
Budgeting
Track budgets and report variances to more senior colleagues.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills
Accounting, Action Planning, Budget Management, Calendar Coordination, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Digital Literacy, Executing Plans, Management Reporting, Numerical Aptitude, Oral Communications, Report Review
Competencies
Closing Date
29 June 2025 , 23:59
