What will make you successful in this role?

Output/Core Tasks

The Operations Manager is responsible to:

• Develop, implement and facilitate the strategy for the business unit in collaboration with other operational areas and ensure alignment with Business Shared Services business.
• Provide an excellent customer satisfaction experience
• Collaborate on, implement and drive the customer experience strategy for Business Shared Services together with the other Operational Managers within the team.
• Prioritise interventions and processes to improve on client experience.
• Effectively manage the leads referral & income generation processes.
• Effectively manage the business unit’s budget and its resource (including the capacity model)
• Effectively manage projects, with internal and external impact (i.e. those allocated at a business unit level, operation specific, and those that require interaction with other business units within Retail Affluent).
• Build strategic and operational alliances with business units within the group that have a vested interest in the services provided by the Client Contact centre/ Client Facing Unit
• Secure effective relationships with Sanlam Connect (internal Advisers & Brokers groups)and act as the contact and support point for specific Regional Managers.
• Align the business service model to support Retail Affluent business objectives
• Constantly ensure that a balance is created between client experience, team experience and operational excellence
• Mentor and lead production managers in delivering on the set business objectives
• Play a key role in the management of our relationships with key external bodies regarding the Call Centre Industry
• Conduct and/or make use of benchmark information affecting the Contact Centre environment to ensure the service offered remains relevant to Sanlam client needs.
• Drive best practice in terms of people development and leadership to create an environment in which the team can thrive and grow.

Qualifications

• A relevant university Bachelor’s degree (Business, Commercial or related)

Experience

• A minimum of 8 years’ leadership experience in call centre operations and/or customer service environments.
• Experience in developing and implementation of effective strategy in Call Centres.
• Experience in dealing effectively with large teams and implementing continuous innovation and culture advancement programmes would be an advantage.

Knowledge

• The life insurance industry and products, client services and operations background, processes and call centre systems.
• Advanced call centre technologies and best practices.
• Success in working with cross-functional groups both internal and external to the organization
• Industrial Relations and Human Resource processes and procedures
• Knowledge and application of call centre capacity management strategies
• Knowledge of legislation applicable to the call centre environment, business processes and products.

Competencies

• Exceptional written and verbal communication skills
• Effective organizational skills
• Effective and sound decision-making capability
• Superior collaboration skills
• Good judgement
• Strategic insight
• Emotional intelligence
• Integrity
• Managing interaction at various levels
• Business Acumen
• Development Orientation