Contact Centre Manager

NedBank; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading financial institution is seeking a skilled team leader to manage service level agreements and team performance. The ideal candidate will have a strong background in finance or business management, along with substantial experience in people management and data analysis, to implement effective customer service strategies and contribute to operational excellence.

Qualifications

• 4-6 years related experience in finance or project management.
• 3-5 years of people management experience.
• FAIS Accreditation, RE1 Certification required.

Responsibilities

• Lead and manage processing activities within agreed timelines.
• Implement business decisions by analyzing reports.
• Ensure compliance and maintain audit cleanliness.

Skills

Data analysis

Business Acumen

Banking knowledge

Governance, Risk and Controls

Education

Degree or diploma in finance, credit, business management, administration, project management

Matric / Grade 12 / National Senior Certificate

Tools

Relevant software and systems knowledge

Job description

Job ID

139959

Closing date: 17 June 2025

FAIS Affected Job Purpose To lead and manage the unit/s by ensuring relevant processes are administered and meet business requirements. Job Responsibilities

• Meet Service Level Agreements (SLA) by managing processing activities within agreed timelines and parameters.
• Minimise financial and reputational risk by ensuring accuracy of processing activities.
• Contribute to department budget by providing input to operational forecast.
• Minimise operational costs by managing cost effectively within budget.
• Increase Nedbank's market share and revenue by identifying and referring marketing opportunities to relevant clusters.
• Reduce revenue leakage by optimising revenue collection processes.
• Implement a professional customer interfacing environment by managing teams to respond to and action customer requirements within agreed SLA and risk parameters.
• Understand and meet stakeholder (including Regulators) needs by building and maintaining relationships through regular interactions.
• Obtain and provide feedback by meeting with internal and external stakeholders.
• Highlight risk by reporting exceptions.
• Ensure compliance and maintain clean audits by managing implementation and adherence to all processes and procedures.
• Ensure accuracy by implementing preventative and corrective activities.
• Create a culture of continuous improvement by identifying opportunities and/or implementing enhancements to processes, procedures and/or systems.
• Ensure projects are implemented and delivered by collaborating whilst adhering to governance practices.
• Meet reporting requirements by compiling and contributing to reports.
• Make and implement informed business decisions by analysing operational/business reports.
• Optimise productivity by implementing capacity management principles.
• Ensure business continuity by drafting, updating and testing Business Continuity Plans (BCP's).
• 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.
• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
• Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Address issues raised in culture surveys by participating in the development and implementation of action plans.
• Create a client service culture through various required interventions.
• Support and encourage staff to participate and support corporate responsibility initiative.
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
• Encourage team to generate innovative ideas and share knowledge.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Degree or diploma in related area (finance, credit, business management, administration, project management)

Essential Certifications

• FAIS Accreditation, RE1 Certification

Minimum Experience Level

• 4 - 6 years related experience (finance, credit, business management, administration, project management)
• 3-5 years people management experience

Technical / Professional Knowledge

• Banking knowledge
• Business Acumen
• Data analysis
• Governance, Risk and Controls
• Industry trends
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Decision-making process

Behavioural Competencies

• Building Partnerships
• Earning Trust
• Coaching
• Collaborating
• Decision Making
• Work Standards
• Leadership Disposition
• Planning and Organizing

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Please contact the Nedbank Recruiting Team at [phone]