Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Responsible for managing primary relationship between OM Bank and the Contact Centre Partner (BPO), Drive Change Management and delivering strategic direction towards build the Contact Centre of the Future.

KEY RESULT AREAS

• Manage relationship with BPO partner/s
• Ensure performance SLAs are met
• Continue to raise the bar above competitors
• Adhere vendor standards
• Manage escalations
• Support with recruitment and interviews
• Support with day-to-day management decisions
• Ensure contractual obligation
• Evaluate and Manage performance of intentioneers alongside Head of Contact Centre
• Set the Service Strategy

Drive Change Management

• Advising internal and external stakeholders on changes.
• Driving rapid adoption of new processes and concepts.
• Prepare and present proposals detailing revisions to working processes, job functions and organisational structures.
• Forming and directing the change management strategy.
• Prioritizing, assessing, and documenting change requests and change plans
• Planning, developing, delivering, and tracking change management outputs such as communications, training, stakeholder involvement, change impact analysis, organizational readiness analysis, mentoring, resistance management, and change reinforcement.

ROLE REQUIEMENTS

• Relevant Bachelors Degree - essential
• Honours (Preferable)
• Minimum of 8 years of experience in Contact Centre Operations
• Minimum of 5 years of experience in leadership roles in the Contact Centre.
• Senior Management experience advantageous
• Experience within a Financial services/Banking environment - advantageous
• Strong understanding of Contact Centre Operations (including 1st and 2nd line support)
• Strong understanding of Contact Centre technologies including CRM, Telephony and Chat
• Exposure to Salesforce and Amazon Connect - Advantageous
• Strong understanding of Compliance
• Proven track record of meeting Contact Centre SLAs

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit.

Skills

Education

Closing Date

26 July 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

The Old Mutual Story!