Business Centre Leader Vacancy

Posted on :

14 Jul, 2014

Category :

Business Mgt Jobs in South Africa


The core purpose of this role is as follows:

– To manage the auxiliary business units in the contact centre (DPL/RiteCredit/DebtCon/…) with the aim of improving the overall customer experience as well as assisting in maximizing loan conversion rates.
– Responsible to assist the F&P Loans Operations in coordinating and implementing all aspects of the Interim Operating Model (including a centralized services model), at first by program-managing the different components thereof, whilst seamlessly transitioning into the new Rainmaker-driven operational model.



• A tertiary qualification in commercial subjects is preferred
• Post graduate qualification would be advantageous

• The position requires a commercially driven, solutions focused, self-motivated and dynamic individual. The incumbent is required to have the ability to understand, analyse and act upon the key business levers.
• The role also requires high numerical ability, business acumen, emphasis on people, stakeholder management and focus on tangible results.
Proven knowledge is required in:
Call center operations and technology
HR practices
Experience Minimum 5 years Call Centre management experience
Proven experience of implementing process and strategic changes
Proven experience in Operational Risk management and Compliance
Proven experience in operational project management
Proven experience in Programme Management advantageous
At least 2 years’ experience at a senior management level will be preferred (managing managers)


Duties & Roles

• Provide leadership for designated functional areas
• Continuously drive operational performance
• Influence and drive profitability and compliance within the loans sales operational area
• Actively develop and implement plans aimed to bridge the existing capabilities to the future fit model
• Management of the auxiliary business units in the contact centre
• Achieve operational improvements through an intrinsic understanding of the details of the business model and applying actionable insights
• Collaborate closely with the business unit responsible for Innovation and New Product Development
• Assist in improving the upstream business model by critically reviewing the leads streams and breakout points, and improve the end-to-end customer journey
• Influence and re-design the processes and operational practices so as to optimize loans conversion and productivity
• Improve the customer experience across the entire loans process
• Assist the F&P Loans Operations in implementing the Interim Operating Model
• Develop and potentially manage a centralized customer services entity that deals with all non-sales related customer interactions as part of the Interim Operating Model
• Manage costs and revenues in line with budgets
• Adhere to all risk policies and procedures while supporting the customer acquisition and retentions targets
• Partner with a range of support structures to deliver on various objectives (E.g. HR, Business Optimisation, Quality Assurance etc.)


How to Apply

Click here to apply online

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