{"id":18448,"date":"2014-07-14T11:39:33","date_gmt":"2014-07-14T09:39:33","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=18448"},"modified":"2014-07-14T11:39:33","modified_gmt":"2014-07-14T09:39:33","slug":"business-centre-leader-vacancy","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/business-centre-leader-vacancy.html","title":{"rendered":"Business Centre Leader Vacancy"},"content":{"rendered":"

Overview <\/strong><\/p>\n

The core purpose of this role is as follows:<\/p>\n

– To manage the auxiliary business units in the contact centre (DPL\/RiteCredit\/DebtCon\/\u2026) with the aim of improving the overall customer experience as well as assisting in maximizing loan conversion rates.
\n– 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.<\/p>\n

 <\/p>\n

Requirements <\/strong><\/p>\n

\u2022 A tertiary qualification in commercial subjects is preferred
\n\u2022 Post graduate qualification would be advantageous<\/p>\n

SPECIAL REQUIREMENTS
\n\u2022 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.
\n\u2022 The role also requires high numerical ability, business acumen, emphasis on people, stakeholder management and focus on tangible results.
\nProven knowledge is required in:<\/strong>
\nCall center operations and technology
\nHR practices
\nExperience Minimum 5 years Call Centre management experience
\nProven experience of implementing process and strategic changes
\nProven experience in Operational Risk management and Compliance
\nProven experience in operational project management
\nProven experience in Programme Management advantageous
\nAt least 2 years\u2019 experience at a senior management level will be preferred (managing managers)<\/p>\n

 <\/p>\n

Duties & Roles<\/strong><\/p>\n

\u2022 Provide leadership for designated functional areas
\n\u2022 Continuously drive operational performance
\n\u2022 Influence and drive profitability and compliance within the loans sales operational area
\n\u2022 Actively develop and implement plans aimed to bridge the existing capabilities to the future fit model
\n\u2022 Management of the auxiliary business units in the contact centre
\n\u2022 Achieve operational improvements through an intrinsic understanding of the details of the business model and applying actionable insights
\n\u2022 Collaborate closely with the business unit responsible for Innovation and New Product Development
\n\u2022 Assist in improving the upstream business model by critically reviewing the leads streams and breakout points, and improve the end-to-end customer journey
\n\u2022 Influence and re-design the processes and operational practices so as to optimize loans conversion and productivity
\n\u2022 Improve the customer experience across the entire loans process
\n\u2022 Assist the F&P Loans Operations in implementing the Interim Operating Model
\n\u2022 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
\n\u2022 Manage costs and revenues in line with budgets
\n\u2022 Adhere to all risk policies and procedures while supporting the customer acquisition and retentions targets
\n\u2022 Partner with a range of support structures to deliver on various objectives (E.g. HR, Business Optimisation, Quality Assurance etc.)<\/p>\n

 <\/p>\n

How to Apply<\/strong><\/p>\n

Click here to apply online<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

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