Manager: Operational Risk (Direct Sales)

Industry: Finance / Job Expires: 2023-07-14 13:30:44 / Location: Gauteng

Purpose

To define, implement and manage the quality management process across operations in terms of call scripts, process audits and call quality assurance represented through the customer experience standards. To manage the continuous application of ‘test and learn’ to the functioning of the Call Centre Agents, including the ongoing evaluation and refinements to the script and persuasion based selling techniques. To direct and manage the overall Compliance Framework within the Call Centre in a manner consistent with the Compliance Management framework and policies. To ensure that all Compliance requirements are implemented, monitored and reported on within the Call centre. 

Minimum requirements

• BCom degree, with financial exposure.
• Relevant FAIS accredited RE1 and RE05.
• 5 years’ experience in a financial institution in a Operation Risk in Call Centre.
• 2 years managerial experience.
• Call centre experience must.
• Advanced computer literacy in Microsoft SQL and Microsoft Office.
• Knowledge of Process: Telesales process, Financial Services - Credit Products, Risk Management process.
• Knowledge of Technology: General call centre systems (IVR, chat, call tracking, queue management, workflow.

Main duties

• Persuasive Scripts and Telesales techniques applied.
• Identify & Communicate Quality Improvement Areas.
• Call Centre Compliance & Control Assessed.
• Customer service and Branding.
• Reporting and administration.
• Staff and Talent Management.

N.B: By responding to this advert, you consent to Heitha Staffing Group processing your personal information for recruitment purposes and confirm that any personal information has been submitted voluntarily. Applicants will be requested to fill in and sign a POPI Act Consent Form.

Only shortlisted candidates will be contacted. If you have not heard from us in 4 weeks, consider your application unsuccessful.

To apply please send your CV to lethabo@heitha.co.za and/or info@heitha.co.za.