Manager: Telebroker

nedbank; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A national banking institution in Johannesburg seeks a Telebroking / Sales Team Leader to manage operations and enhance client service. Responsibilities include overseeing sales performance, ensuring compliance with regulations, and driving budget efficiency. Candidates should have a minimum of 3 years in call centre sales management and relevant qualifications, including FAIS and RE5 Certification. Join a dynamic team focused on innovation and excellence in service delivery.

Qualifications

• Minimum 3 years in call centre sales team management (Insurance).
• 2 years in a management role (mandatory).
• FAIS Accredited Qualification (150 FAIS credits).
• RE5 Certification required.

Responsibilities

• Lead the Nedbank Insurance Telebroking/Sales team.
• Drive operational efficiency and manage budgets.
• Monitor and manage service level agreements.
• Deliver cost-saving initiatives and ensure project profitability.
• Ensure compliance with FAIS and FSCA regulations.

Skills

Strong Excel proficiency

Strong PowerPoint proficiency

Communication Strategies

Project management principles

Client service principles

Education

Matric / Grade 12 / National Senior Certificate

Diploma

Job description

• Cluster: Personal and Private Banking | Nedbank Insurance | Distribution - Telebroking
• Please note: Preference will be given to applicants from Underrepresented Groups.

Job Family

Sales and Services

Call Centre (Service)

Manage Others

FAIS Affected

FAIS Affected - Yes

Job Purpose

Lead and manage the Nedbank Insurance Telebroking / Sales team to ensure seamless operations, exceptional client service, retention, and sales performance. Build and maintain strong stakeholder relationships aligned with Nedbank’s client service strategy.

Job Responsibilities

• Drive operational efficiency and manage budgets by monitoring headcount and agent productivity.
• Oversee service level agreements across multiple channels and multimedia platforms.
• Identify and action cross-sell opportunities during client interactions.
• Ensure all sales and retention campaigns meet SLA requirements.
• Analyse CMS and MIS reports to manage call metrics (AHT, abandonment, transfers, repeat calls).
• Deliver cost‑saving initiatives and ensure project profitability.
• Monitor and manage inbound/outbound queues and escalations.
• Maintain quality standards through call quality monitoring and Client Experience Measures (CEM).
• Review monthly business performance and ensure accurate MIS reporting.
• Manage complaints and escalations within SLA to ensure client satisfaction.
• Ensure compliance with FAIS and FSCA regulations, including regular audits and proficiency tests.
• Drive talent development, performance management, and team engagement for optimal results.
• Maintain disaster recovery and business continuity plans.
• Foster innovation and continuous improvement within the team.

People Specification

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Diploma

Essential Certifications

• Fais related accreditation/qualification or to work under supervision

Minimum Experience Level

• Minimum 3 years in call centre sales team (Insurance) management
• 2 years in a management role (mandatory)
• Strong Excel and PowerPoint proficiency
• FAIS Accredited Qualification (150 FAIS credits)
• RE5 Certification
• Key Individual experience (advantageous)

Technical / Professional Knowledge

• Relevant regulatory knowledge
• Governance, Risk and Controls
• Change management
• Principles of project management
• Management information and reporting principles, tools and mechanisms
• Communication Strategies
• Client service principles
• Employee training/development
• Decision Making
• Customer Focus
• Delegation and Empowerment
• Execution
• Building Talent
• Creating a Culture of Trust

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Nedbank Ltd Reg No 1951/000009/06.
Authorised financial services and registered credit provider (NCRCP16).

For assistance please contact the Nedbank Recruiting Team at [phone]