Group Shared Services : driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.
Participate in the development of Credit Rehabilitation and recoveries strategies and translate them into executable dialler, workforce, MI, Collection technical enablement and Quality assurance strategies to achieve the desired results from both credit and operations perspective.
The role will also be expected to effectively manage the Dialler, workforce, MI, Collections technical training (growth Support) and Quality assurance teams
To optimise and support the improvement of business performance and people development through the effective use and scaling of fit-
for-purpose Contact Centre Technology (Full Telephony & WFM Stacks) and Support Services capabilities and skills as well has provide analytics to the business to pro-
actively manage collections effectiveness.
Key Responsibilities / Accountabilities
Monitor and enhance dialler, workforce, MI, Collection technical enablement and Quality assurance and processes to achieve maximum output and effectiveness of call centre solutions in place currently and in the future.
Drive the enhancement and continuous improvement of dialler, workforce, MI, Collection technical enablement and Quality assurance strategies and processes.
Engage the dialler, workforce, MI, Collection technical enablement, Quality assurance and Stakeholders on business strategy updates or changes in a timeous manner.
Manages long term contact and connect needs across CRR (Credit Recovery and Rehabilitation), Customer Contact Centre (CCC), Operations shared Services(OSS) and Corporate and Investment Banking (CIB) and Direct Chanel Sales (DCS)
Ensure regular systems updates are actioned on go live in order to promote effectiveness of tools.
Drive optimal idle rates, connect rates and contact rates across CRR.
Reviewing all dialler efficiency outputs and reviewing and improving dialler contact strategies accordingly.
Initiate and drive operational plans to ensure continuous improvement and efficiency.
Responsible for the achievement of the required Spin rates, contact rates, idle times and RPC Rates target within the supported Call Centres and business units.
Responsible for the implementation of new dialler technologies by keeping abreast of best practise and industry trends.
Provides input into CRR flows alignments within credit, products and Service Level Agreement strategies.
Influences a reduction in controllable costs through dialler system and management capabilities.
Responsible for monthly Dialler MIS for into CRR and interpretation thereof.
Act as national custodian for all Dialler management systems Unified IP Agent(UIP) and Advanced List Management (ALM)
Informs Executives and Manco team within CRR, of the current dialler strategies and set up.
Manage and maintain budget expenditure for any upgrades and licensing renewals.
Analyse structured Stakeholder Dialler Management performance reports and provide recommendations accordingly.
Encourages continuous improvement and innovation culture.
Drive change management and adoption for dialler, workforce, MI, Collections technical enablement and Quality assurance.
Drive any dialler, workforce, MI, Collection technical enablement and Quality assurance management initiatives through a sound and consistent change management plan as developed by CRR.
Translates strategic change initiatives into tactical action plans for roll-outs in CRR, for all staff to adopt.
Drives and facilitates the implementation and acceptance of strategic dialler, workforce, MI, Collection technical enablement and Quality assurance, in collaboration with business unit leadership.
Acts as role model by taking action, making decisions and shaping priorities to reflect strategic and operational changes.
Ensures that staff whose actions support change efforts are recognised and rewarded.
Ensures business unit leadership has an understanding, is in agreement and take ownership of business requirements and benefit realisation.
Responsible for the oversight of any dialler, workforce, MI, Collection technical enablement and Quality assurance and setting changes, the implementation plan thereof and ensure training and communications are provided within the required timeframes.
Supports the business by dealing with escalated issues that pertain to the identification and co-ordination of resources
Establishes and oversees the provision of business implementation support across personal and inclusive markets (if relevant to project).
Defines an implementation plan with the project lead to ensure business readiness and execution of deliverables
Engages with business units to test for business readiness and take corrective action.
Drive full implementation and adopting of change initiatives and project plans for all dialler, workforce, MI, Collection technical enablement and Quality assurance, through the Leadership of the relevant CRR business unit.
Drive and ensure that readiness assessments are conducted to identify risks and raise any potential risks with the Head, CRR. Business unit.
Support all change management development programme to peers and the team.
Manage Stakeholder and business partner relationships
Maintain and manage MI, Collection technical enablement, Quality assurance and the dialler set up and ensure all settings are in line with best practices and stakeholder requirements :
Maintain good working relationships across CRR and all other stakeholders i.e. Credit, Shared Services
Maintain and Manage relationships with External Vendors.
Document and implement Service Levels agreement across all Business Units supported.
Manage Risk and compliance for workforce, dialler management and QA
Complete all compliance training within laid down timelines.
Use and / or develop and implement risk measurements, risk management systems, processes and policies within the business (Risk of non-
adherence to dialler processes (internal and external team), Manage Licenses, Manage trunks, Non-conformance to processes).
Proactively identify operational deficiencies, adverse trends and manage risk within the area. (I.e. system downtime, trigger reports, agent misuse and abuse of dialler processes, etc.)
Understands and dynamically applies appropriate (Business Continuity Management) BCM plans to ensure contingency of dialler application and all areas of support
Drive and ensure that all communication legislation ( ICASSA, NCA, CPA, etc.) are incorporated into the set up and adhered too
Drive and ensure that correct all set up’s is documented and relevant control processes are put in place to ensure these settings are regularly monitored and updated.
Drive and ensure conformance to the various contracts.
Ensure alignment between dialler, workforce, MI, Collection technical enablement and Quality assurance and systems across CRR.
Ensure that the systems and procedures introducedare set up are co-ordinated and successfully implemented across the relevant business units.
Act as a conduit to resolve any problems that emanate from process and system downtimes, affecting effective contact centre availability which could ultimately result into data losses, contact losses, system downtime, lost revenue, lost rand value collection opportunities and turnaround SLA’s which could impact on business unit’s performance and customer service.
Implement Practice Enterprise Dialler Management principles, processes and tools across CRR.
Manage workforce, Dialler, MI, Collections technical enablement and Quality assurance & QA management budget
Ensure that regular licensing renewals are in place with Dialer Application, GST and QA system vendors and budgeted accordingly.
Manage and maintain budget expenditure for any upgrades and licensing renewals.
Manage and control budget for own cost centre and expenses.
Constantly and passionately investigate cost saving opportunities within own cost centre and business units that utilise applications supported.
Lead the Workforce, Dialler, MI, GST (Technical CRR Training) & QA Management team
Identify management and technical development needs of managers in the team and recommend training intervention to close any gaps that might exist.
Responsible for inspiring, motivating, leading and managing the team.
Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
Ensures skills assessments and competency-based training takes place as and when required.
Drive 100% compliance training for all staff.
Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
Creates an environment in which learning and development are emphasised and valued.
Takes personal responsibility for coaching and mentoring others.
Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
Ensures the implementation of the leadership promise and employee engagement programme.
Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-
year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank.
Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
Ensures that the administration regarding staff changes for e.g. Personnel Record Update (PRU’s) are actioned for the relevant department.
Manage direct reports to ensure each individuals dialler and inbound set up is optimal and aimed at delivering stakeholder requirements
Preferred Qualification and Experience
Degree in Information Studies or Mathematical Sciences
5-7 Years’ experience in Workforce Management or Planning, Dialler Management as well as leading a team of Workforce Management and Dialler Specialists.
3-4 Years’ Inbound traffic and call flow management and contact centre related M.I.S management and set up
Knowledge / Technical Skills / Expertise
Planning, Forecasting and Budgeting
Continuous Process Improvement
Workforce Management and Dialler Management
Statistics & Analytics