Head of Call Centre urgently needed: Apply Here
This role is driving and managing the development of the entire Call Centre / Customer Experience Centre portfolio and is crucial to be replaced to ensure continuation of the Tech service and the implementation of new features for business. This includes [but not limited to]; Robotics Process Automation, Records Retrieval Engine, Click to Call features, Message Distribution Campaign Management System, IVR [Interactive Voice Response] for the redemption of Rewards, Artificial Intelligence voice-to-text investigations and analysis specific to open source technology.
Ensure quality and content of all new strategic initiatives or key programmes for the
Business Units, by compiling the programme business cases including detailed financial and
benefit analysis. Facilitate presentation of the business case to the cluster change council for approval, and if required, to Group Exco.
Lead and direct development of 3-5 year plan for Business Unit based on detailed analysis of both the Group and Business Units strategic objectives as indicated by Strategy and Planning.
Create sustainable value to all stakeholders through optimizing the return on delivery resources employed by the Business Units.
Lead the drive in our endeavor to be in innovative, cost effective and profitable delivery by developing and delivering a world class offering to our Business Units.
Prioritise the change portfolio, by reviewing all new business cases against the cluster strategic priorities and negotiating with seniors in the cluster to finalise the priority lists.
Oversee the execution of all projects, programmes and initiatives managed by the team on behalf of the cluster and ensure that all key milestones are reported and risk rated and that outstanding issues or target dates exceeded are appropriately dealt with and escalated to project sponsors only when required.
Governance: Implement and operate programme governance and stakeholder reporting up to Group ExCo.
Planning: Define and implement best practice continuous planning culture at all levels of the Business Units.
Define and implement best practice standards in programme and project management for all aspects of the Business Units issuing initiative and support projects.
Financial management: Implementation of specific fiscal practices and controls to manage change budgets allocated.
Ensure that the chosen strategic intent is well understood, refined, cascaded down into functional BU strategies through a formalized engagement model with various business leaders within Africa Technology and “in-Business” representatives.
In the context of above help facilitate supporting functional area strategies on an ongoing basis (i.e. play a support role in the development of key business model components such as measurement frameworks).
Contribute to the development of 3-5 year plan for Cluster of Businesses based on detailed analysis conducted by the head of Strategy and Planning. Provide tactical input into the plan’s development to ensure alignment to the overall Group Strategic Objectives. Strategic guidelines for input into the yearly planning.
Support direct reports to understand the Business strategy and to develop operational implementation plans and targets.
Ensure Operations manager arranges conformance testing of global and SOX standards.
Review test results prior to completing any compliance attestations. Oversee the development corrective actions with the applicable department head to address control shortcomings.
Together with department heads, develop detailed risk and control assessments and update on a quarterly basis.
Applying expertise and technology
Deciding and initiating action
Planning and organizing
Presenting and communicating information
Formulating strategies and concepts
Leading and supervising
Entrepreneurial and commercial thinking
Proven experience in managing and delivery of relevant / similar sized programme roles and complex change projects 10 to 20 years business experience including management, processes refinement, reporting and project management Effective cross-functional relationships and Knowledge across the group.
At least Ten (10) years managerial and people experience.
Ten (10) years’ experience in the Banking/ ICT Industry Prior experience in at least one of the functional areas in scope of BSSA Is up to date with developments in individual area of expertise:
Relevant domains (issuing).
PMIBOK / Prince 2 or equivalent.
NQF level 6- Appropriate Bachelor’s Degree or PMP Certification.
Knowledge & Skills
Project & Programme Management – based on PMI / Prince 2 or equivalent (Expert)
Deep domain across all aspects of Internet Channel processing (Expert)
Deep understanding of target platform (Expert)
Non-technology change projects within Digital Channels (Expert)
Knowledge of IT system applications / system development (Expert)
Knowledge of Operational Management Principles and Practices (Basic)
Knowledge of People Management principles and practices (Advanced)
Knowledge of Financial Management principles and practices (Expert)
Knowledge of Risk Management principles and practices (Expert)
Leadership Skills (Expert)
Analytical and Problem Solving Skills (Advanced)
MS Office Skills (Solid)
Stakeholder Management Skills (Expert)
The appointment will be made in line with the Divisional Employment Equity strategy.