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Call Centre Service Manager

Discovery LimitedZA

18 days ago

Job description

Job title : Call Centre Service Manager

Job Location : Gauteng,

Deadline : October 11, 2025

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Key Outcomes may include but are not limited to :

The Call Centre Service Manager is responsible and accountable for the service delivered to all Discovery Bank clients from a service channel perspective. The incumbent aligns the service team within the Operations area to rollout strategic initiatives and implement solutions within the service team.This involves continuously analysing the service and operational functional areas against best practice in the market; identifying and establishing service trends and management frameworks for effective management and productivity; conducting research and analysing the risk exposure and impact.

Initially, the role will focus on continuous improvement and customer centricity across all service channels, including AI-powered chat, call centre operations management, driving and delivering on adhoc projects to meet organizational goals

Areas of responsibility may include but not limited to

Leading leaders and building, dynamic high performing multiskilled teams who operationally agile

Introducing agile approaches to coaching to improve both digital and human-led support interactions

Analyze daily operational data to ensure business continuity and drive staff performance improvements

Implement effective communication strategies across teams during periods of organizational change

Provide inspirational leadership with strong administrative and operational oversight

Support large-scale business integration projects, including staff migration across entities

Identify and address skills gaps between current services delivery and future banking operational requirements

Oversee the administration of ISO9000 standards, ensuring alignment with strategic business goals

Assist in establishing Service Operations to deliver innovative, cost-effective customer service across multiple channels

Contribute to the setup of the Service team, including operating strategy, guiding principles, and performance measurement frameworks

Manage relationships with internal and external stakeholders, ensuring clear communication and accountability

Lead preparations for soft launch initiatives, including the setup of the in-house store and call centre infrastructure

Champion customer service excellence throughout business migration and staff integration phases

Facilitate collaborative decision-making while maintaining accountability for final outcomes

Communicate strategic objectives clearly and inspire teams to align with organizational goals

Motivate staff and leadership to consistently achieve high levels of performance and engagement.

Special Conditions

Full time, in office position

Flexibility to work shifts, Monday to Sunday, including evenings, weekends and public holidays (24 / 7 / 365)

Education and Experience (Preferred / Optional)

Bachelor of Commerce or Bachelor of Science – Required

Post graduate degree (advantageous)

Above average excel and power point knowledge and usability

FAIS accreditation / studying towards, advantageous

High level of computer literacy and MS office

Work Experience

At least 3-5 years’ experience on a managerial level minimum

At least 3-5 years’ experience within Call centre & Operations

Extensive experience within the banking environment

Proven track record of successful implementation of business process change projects

Personal attributes and Skills

Business presentation skills

Understanding of Business Processes

Banking regulation and industry knowledge

Understanding of data and statistics

Passionate about leading, growing and developing people

Coaching skills and methodologies to improve leadership coaching

Digitally savvy and eager to learn about promote new technologies

Excellent time management

Detail focused with a commitment to accuracy and quality

Pro-active / Taking initiative

Analytical thinking / problem solving

Adaptable and thriving in a fast-paced environment

Deadline conscious

Knowledge of Excel, MS word, MS outlook, MS PowerPoint, Chat GPT and all new AI tools

Strong interpersonal skills

Ability to work independently with minimal supervision, as well as within a group

Knowledge of best practice in operations and leadership advantageous

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