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Manager: Telebroker
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
Education
- Cluster: Personal and Private Banking | Nedbank Insurance | Distribution - Telebroking
- Please note: Preference will be given to applicants from Underrepresented Groups.
Sales and Services
Call Centre (Service)
Manage Others
FAIS Affected - Yes
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.
- 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.
- Matric / Grade 12 / National Senior Certificate
- Diploma
- Fais related accreditation/qualification or to work under supervision
- 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)
- 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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Please contact the Nedbank Recruiting Team at +27 860 555 566
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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 +27 860 555 566
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.