Manager: Telebroker – Johannesburg
Location: Johannesburg, South Africa
Closing Date: 10 April 2025
Reference Number: 138502
Division: Nedbank Wealth – Nedbank Insurance
Job Overview
Nedbank is seeking a Manager: Telebroker to oversee the operations of our Contact Centre, ensuring high-quality service, client retention, and sales growth. This role requires a dynamic leader with a strong background in call center operations, sales management, and stakeholder engagement.
Preference will be given to applicants from underrepresented groups in line with our Employment Equity policies.
Key Responsibilities
1. Contact Centre Operations Management
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Oversee call centre operations across multiple communication channels.
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Ensure service level agreements (SLAs) are met for inbound and outbound interactions.
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Analyze Call Management System (CMS) reports to improve handle time, reduce call abandonment rates, and minimize repeat calls.
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Manage workforce planning, ensuring queues and escalations are handled efficiently.
2. Sales & Client Retention
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Drive cross-selling opportunities by identifying potential client needs.
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Implement sales and retention campaigns in line with business objectives.
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Monitor sales performance using Management Information System (MIS) reporting.
3. Financial & Risk Management
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Optimize cost savings and drive profitability through operational efficiency.
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Reduce financial risk by identifying and closing process gaps.
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Conduct regular audits and quality assurance checks to ensure adherence to compliance regulations.
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Maintain compliance with FAIS regulations and ensure all staff meet the Financial Sector Conduct Authority (FSCA) requirements.
4. Team Leadership & People Management
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Develop and maintain a high-performing team by providing coaching, mentorship, and training.
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Implement performance management strategies, set clear goals, and provide regular feedback.
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Conduct career development conversations to support talent retention and employee growth.
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Ensure all compliance and proficiency tests are completed with a pass rate of at least 80%.
5. Stakeholder Engagement & Communication
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Maintain strong relationships with internal and external stakeholders.
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Collaborate with Workforce and Facilities Management to resolve operational issues.
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Handle client complaints and escalations, ensuring resolutions align with service-level agreements.
Minimum Qualifications & Experience
Education Requirements
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Matric (Grade 12) – Essential
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Diploma in Banking, Contact Centre Management, or a related field – Preferred
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FAIS-related accreditation or ability to work under supervision – Required
Experience Requirements
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3+ years’ experience in a call centre, managing sales teams
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5+ years’ management experience in a sales or service environment
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Strong understanding of FAIS compliance and Key Individual (KI) responsibilities
Technical & Professional Knowledge
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Financial accounting principles and budget management
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Regulatory knowledge (FAIS, FSCA, and other compliance requirements)
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Governance, Risk, and Controls in a financial services environment
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Project management principles and change management strategies
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Strong communication and client service skills
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Operations planning and workforce management
Behavioral Competencies
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Customer Focus – Prioritizing client satisfaction and service excellence
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Decision Making – Ability to make informed, data-driven decisions
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Delegation & Empowerment – Leading teams effectively and developing talent
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Execution Excellence – Meeting performance targets and improving operational efficiency
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Building Talent – Developing and retaining top performers in the team
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Creating a Culture of Trust – Ensuring a collaborative and ethical work environment
Why Join Nedbank?
At Nedbank, we are committed to excellence, innovation, and diversity. As a Telebroker Manager, you will have the opportunity to lead a high-performing team, drive business growth, and enhance customer experience in one of South Africa’s top financial institutions.
We offer a market-related salary, growth opportunities, and a work environment where your leadership skills will make an impact.
How to Apply
If you are a dynamic leader with a passion for customer service and sales, we encourage you to apply.
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Application Deadline: 10 April 2025
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Reference Number: 138502
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Contact the Nedbank Recruiting Team: +27 860 555 566
Join Nedbank today and be part of a team that drives excellence in financial services!
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