VVAPs Team Leader

Job Purpose
To manage and lead call centre agents to enable them to achieve their deliverables in line with Nedbank strategy.
Job Responsibilities

• Ensure that call centre agents are meeting the requirements and service level agreements of the stakeholders and clients by measuring quality and productivity.
• Maintain relationships with clients and stakeholders by living the Nedbank values.
• Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
• Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
• 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.
• Follow-up on work activities that result from the calls to ensure business processes are followed; resource plans are in place; work is allocated and client requirements are met.
• Listen to calls to ensure that call centre agents comply to business rules and processes in compliance with legislation.
• Manage all queues to ensure that service level agreements are met and client expectations are managed effectively.
• Resolve issues by making decisions within mandate that meet business requirements and client needs.
• Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents; providing feedback and identifying
• and implementing corrective action.
• Listen to calls to ensure that a quality conversation is conducted by call centre agents to maximise productivity and minimise losses.
• Adhere to budget by managing and minimising day to day costs e.g. overtime; stationery; telephone.
• 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.
• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
• Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
• 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.
• Contribute to team effectiveness by
• following the recruitment process when recruiting talent.
• Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes.
• Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
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Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Essential Certifications

• FAIS Qualification (Minimum 120 credits), Regulatory Examination 5 Qualification
• Minimum Experience Level
• 5 year call centre experience-Short-Term Insurance; 1 year management experience; applicable compliance/legislative requirement e.g. Fais and Key Individual experience

Technical / Professional Knowledge

• Business administration and management
• Business terms and definitions
• Client service management
• Communication Strategies
• Governance, Risk and Controls
• Principles of project management
• Relevant Nedbank product knowledge
• Relevant regulatory knowledge
• Service level agreements
• Business writing skills

Behavioural Competencies

• Earning Trust
• Coaching
• Customer Focus
• Decision Making
• Facilitating Change
• Driving for Results
• Planning and Organizing
• Delegation and Empowerment