Business Segment: Personal&Private Banking Location: ZA, GP, Roodepoort, Ellis Street 4 To manage the end-to-end value propositioning of the Retention inbound and outbound contact centre by ensuring adherence to standing procedures and audit requirements within the area. Managingof large staff contingent in terms of agreed human performance principles, and effective support to all staff and management always.To coach, lead and supervise the Retention department effectively and maintain and develop well trained staff compliment. To ensure increase of productivity by implementing and controlling the administrative procedures to clients. Toidentify potential areas of risk and to take remedial action on an ongoing basis. To manage the short and long-term customer base queries, complaints and admin work. Effectivesupport to all staff and management. Constantpositive motivator in terms of ensuring we delight Customers and stakeholdersEnsure monthly targets are met. Attend stakeholders meeting to ensure we deliver to the SLA targets monthly and any issues to be addressed on an ongoing basis. Perform call audits per consultant and FSM audit (call retrieval tracker) to ensure calls are recording to avoid any audit findings. Ensurea High-Performance team within the area.Perform control checks to mitigate risks and audit findings within the area. Qualifications Completed Matric Tertiary qualifications –an advantage FAIS accreditation RE 5 Short- and Long-Term Insurance background Experience Minimum 5 years Supervisory experience within a Call Centre or Customer Services environment a definite necessity. Comprehensive knowledge in all SBIB products an advantage Additional Information Adopting Practical Approaches Articulating Information Documenting Facts Banking Process&Procedures Customer Acceptance&Review (Consumer Banking) Product Related Systems (Consumer Banking) Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any from of payment as part of our recruitment process. If you experience this, please contact our Fraud line on +27 800222050 or TransactionFraudOpsSA@standardbank.co.za #J-18808-Ljbffr