Voice Branch Service Head

Job Description

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

The role identifies friction points early to strengthen response capability and drive resolution at first contact, and aligns the client and banker experience. It enables sales functions by overseeing FAIS requirements, including accreditation and compliance. It also oversees frontline enablement and support functions, and champions the growth and wellbeing of the people who deliver the service.

Key Responsibilities:

• Lead the day-to-day operation of Voice Branch, ensuring effective resource management, operational efficiency, service level delivery and quality standards.
• Oversee workforce management, including capacity planning, scheduling, performance analytics and real-time monitoring across traditional, Universal Banker and hybrid workforces.
• Align the client and banker experience by using operational data, client feedback and stakeholder engagement to remove friction points and strengthen digital servicing capability, including chatbot performance.
• Enable sales functions by overseeing FAIS requirements, accreditation standards and compliance, and maintain accountability for operational risk and audit remediation.
• Oversee frontline enablement and support functions, including implementing change and adoption across Voice Branch and its geographical footprint.
• Build a high-performing leadership and operational team through coaching, talent development, capability building and performance management, in partnership with People and Culture, with a clear focus on people growth and wellbeing.

Qualifications

• Bachelor’s degree (NQF 7) or higher in Business Commerce or a related field, aligned to FAIS requirements.
• Completed RE5 and RE1 Regulatory Examinations.

Experience Required:

• 10 years’ relevant experience, including 8 to 10 years in a contact centre environment.
• Proven experience leading large contact centre teams, with a track record of managing leaders and delivering results in a complex servicing environment.
• Strong service and operational management experience, including service level management, workforce management, quality assurance and the continuous optimisation of operating structures, processes and cost.
• Demonstrated strategic leadership, with the ability to translate business strategy into operational plans, align priorities across stakeholders and hold the operation accountable to agreed outcomes.
• Proven experience partnering with senior leaders and cross-functional teams to align servicing, sales enablement, risk and people priorities.
• Strong understanding of financial services products and FAIS-regulated environments, with exposure to banking, insurance or health funding.
• Strong experience in risk, compliance and audit remediation, with accountability for operational governance.
• Proven experience leading and embedding change, with the ability to engage stakeholders and drive adoption.
• Previous branch banking experience will be advantageous.

Behavioural Competencies:

• Strategic Leadership and Challenging Ideas
• Directing People and Collaborative Leadership
• Embracing Change and Seizing Opportunities
• Influencing and Stakeholder Alignment
• Following Procedures and Risk Discipline
• Taking Action, Meeting Timescales and Producing Output

Technical Competencies:

• Contact Centre Customer Relationship Management
• Service and Operational Management
• Financial Acumen and Business Acumen (People and Culture)
• Compliance and Audit Remediation
• Risk Identification and Management
• Change and Adoption Management and Agile Concepts

Additional Information