Senior Call Centre Manager - Bryanston

Senior Call Centre Manager - Bryanston

Our client in the financial / insurance industry is looking for an experienced Senior Call Centre Manager to join the team in Brayanston. The Senior Call Centre Manager will report to the Head of the department and is responsible for driving and implementing the company strategy within the call centre. The Call Centre Manager will be responsible for transforming the business into the leading provider of short-term insurance into the future. The Call Centre Manager should foster and exhibit the company values, of Integrity, Passion, Diversity, Growth and Care.

Qualifications:

• Bachelors Degree or Masters Degree in Business Administration.
• Evidence of continuous professional development.

Experience:

• Minimum of 10 years experience within the Financial Services Industry / Short-Term insurance industry.
• Outbound Call Centre Experience essential.
• Minimum of 5 years experience, leading cross functional and diverse teams.
• Experience in partner and stakeholder management.
• Proven Sales Track Record.

Key Responsibilities:

• Responsible for driving and implementing of the business strategy within the call centre.
• Leading the team in accordance with the Legitimate Leadership philosophy (principles of care and growth), as well as all other aspects of leadership and management applicable to leading a team.
• Responsible for developing and ensuring that the business exceeds its annual business plan targets.
• Ensure that there is appropriate succession planning within the team.
• Setting and delivering the budget.
• Ensure compliance with all industry related regulations / laws and best practice corporate governance.
• Manage communication with key stakeholders.
• Keep all relevant stakeholders informed of developments in line with companys objectives.
• Manage resources, including the attracting, hiring and retention of personnel.
• Ensure employees move in the same strategic direction to achieve its mission.
• Create and report on business plans, monitoring its efficacy and progress.
• Research and implement new initiatives to drive revenue, lower operating costs while maintaining quality products that are competitive, all while delivering excellent customer support.
• Continuous monitoring of the annual budget and ensure that revenue/sales targets are met.
• Manage and report on the effective implementation of a marketing strategy to maintain market relevance and promote products and services to increase sales.
• Maintain the quality of services, customer support and level of service in line with service level agreements and other retention strategies.
• Preparation of annual reports and attending/presenting at board meetings.
• Understanding and interpreting the continually changing signals both inside and outside the business to ensure that the business responds timeously and adequately to opportunities and threats.
• Being a role model of the companys Leadership Principles.
• Being the custodian of ethics, integrity, and accountability within the business.
• Developing the annual strategic and tactical business plans, considering all P&L elements such as marketing, volumes, new products, retail value, market share, setting and monitoring of KPIs to drive business growth.
• Responsible for planning, objective setting, contribution charters and performance metrics for the Senior Management team within the business.

Technical Skills:

• Driven and can motivate oneself.
• Team player.
• Ability to inspire and motivate.
• Someone who thrives in managing complexity.
• Flexibility.
• Ability to both design and implement strategic direction.
• Modern day leader: Ability to influence, network and an individual who exhibits a high EQ.
• Someone who will subscribe to the leadership framework, culture, and values of the Financial Services
• An excellent understanding of the key operational and financial drivers of the business.
• Excellent financial acumen.
• Advanced knowledge of Microsoft Office

Company Values:

• The Head of Distribution (Call Centre) will be expected to operate in line with our company values:
• Passion: We have a strong and barely controllable excitement for life, our work, the people we work with, and for ourselves. Our enthusiasm and positive energy lead to a strong bias toward action and strive for excellence!
• Care: We care deeply for ourselves, the people we work with, our customers, the communities we live in, the country we call home and the planet which hosts us!
• Integrity: We always do the right thing, even when nobody is watching!
• Growth: We always strive to make a positive contribution on our journey to significance! We (us and the business) grow, because our people grow! Our curiosity drives Innovation, and our resilience keeps us determined when the going gets tough! We have the courage to make decisions and to have the tough conversations.
• Diversity: We respect and cherish each other and listen to all opinions! We are all unique, which makes the us stronger! Through collaboration, we ensure that the whole is greater than the sum of its parts!