Voice Branch Service Head

We are looking for an experienced Service Head to lead Voice Branch Operations, the servicing contact centre for Personal and Private Banking. Reporting to the Head of Voice Branch, the role runs the operation behind the service, managing resources, processes and levels of authority to deliver service levels, quality standards and risk tolerance.

The role oversees workforce management across traditional, Universal Banker and hybrid workforces, and aligns the client and banker experience by removing friction points and strengthening digital servicing. It enables sales functions by overseeing FAIS requirements, accreditation and compliance, and carries accountability for operational risk and audit remediation. It also leads change and adoption across Voice Branch, and builds a high-performing leadership team with a clear focus on people growth and wellbeing.

What we are looking for

• Bachelor’s degree (NQF 7) or higher in Business Commerce or a related field, FAIS aligned, with completed RE5 and RE1 Regulatory Examinations
• 10 years’ relevant experience, including 8 to 10 years in a contact centre environment
• Proven record of leading large contact centre teams and managing leaders in a complex servicing environment
• Strong service and operational management, with the strategic leadership to translate business strategy into operational plans
• Strong understanding of financial services products and FAIS-regulated environments, with sound risk, compliance and audit remediation experience
• Previous branch banking experience will be advantageous

This role suits a leader who has run large contact centre teams and knows how to deliver service levels, maintain quality and manage risk every day.

#J-18808-Ljbffr