Location: Johannesburg, ZA
Job Classification
Requisition -137989- Melissa Cloete
Location – Johannesburg (On-Site 5 days a week)
Cluster – Nedbank Wealth Cluster- High- Net-Worth Division
Closing Date: 21 February 2025
Employment Equity Statement- Preference will be given to Applicants from Underrepresented Groups
Job Purpose
To manage the smooth running of the Nedbank High-Net-Worth Contact Centre to ensure quality service, client retention and sales; as well as 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.
- Ensure processes are aligned to a High-Net-Worth client experience model.
- 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 analyzing Call Management System (CMS) reports and Management Information System (MIS) reporting.
- Drive efficiency and profitability by ensuring projects’ targeted cost savings materialized.
- 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.
- Minimize 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 agreement 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.
- Conduct regular audits to ensure that correct processes are followed by conducting call listening.
- Make sure all employee relations processes are followed effectively to minimize 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 adherence to compliance and risk requirements by conducting audits.
- Manage non-adherence 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, recognizing 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, utilizing the talent grid principles and developing talent retention programmes (e.g. rotation).
- Achieve operational excellence by supporting the implementation of business optimization improvement through team engagement.
- Encourage team to generate innovative ideas and share knowledge.
Essential Qualifications – NQF Level
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Relevant Contact Centre or Banking Qualification
Minimum Experience Level
- 3-year call Centre experience within a Wealth Management/High-Net-Worth environment
- 5 years management 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