Manager, Call Centre

<h3>Company Description</h3>Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.<h3>Job Description</h3><ul><li>To execute the business unit strategy and objectives through the operating model by managing the operational environment, staff, stakeholders and performance within Credit Recoveries and Rehabilitation.</li><li>To appropriately facilitate, cascade and drive business goals to all required levels</li><li>To effectively manage all operational and strategic issues (i.e. ergonomics, availability of resources, tools and infrastructure etc.)</li><li>To effectively manage budgets and costs</li></ul><h3>Qualifications</h3><p><strong>Minimum qualifications</strong></p><ul><li>Matric/NQF Level 4</li><li>3 year diploma/degree</li></ul><p><strong>Experience Required</strong></p><ul><li>2 years exposure of leadership aligned to Personal Development Plan</li><li>3 year’s experience in  managing a team</li><li>5 - 8 years’ experience in Customer Credit / Collections</li></ul><h3>Additional Information</h3><p><strong>Technical Competencies </strong></p><ul><li>Display forum and meeting management: Ability to effectively use the meeting to build knowledge, facilitate business discussions etc.</li><li>Seasoned computer skills: Ability to use required hadware, software and systems  i.e. MS Office.</li><li>Proficient ability to manage customer interactions across multiple channels (e.g. computer, facsimile, printer/copier, database software, e-mail and SMS).</li><li>Seasoned compliance knowledge: Knowledge of, and adherence to, legal, national and international standards, as necessary.</li></ul><p><strong>Behavioural Competencies</strong></p><ul><li>Proficient ability to managing personal stress conflicting priorities, interdependencies, resource allocation, hidden assumptions and trade-offs.</li><li>Seasoned ability to lead teams</li><li>Seasoned negotiation and conflict resolution skills: Believes in resolving issues and confronting differences.</li><li>Seasoned ability to build a network and partner across functions.</li><li>Be able to build relationships at all levels with own team members and external parties.</li></ul><p> </p>