Department Manager (New Business)

Reference: MLR 6838

Consultant: Michelle Le Roux

Description:

Sales Strategy:

  • Execute and communicate functional and organisational strategy and projects to the New Business teams
  • Actively participate with the implementation and monitoring of strategic and departmental projects
  • Research, benchmark, design and implement processes based on best practise and trends
  • Drive recruitment strategy and resource models in line with departmental / company strategy, budgets and/or projects

Operational Management:

  • Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities to ensure the achievement of operational productivity and efficiency targets
  • Draft and maintain Standard Operating Procedures documentation
  • Develop business case and requirement specifications that will support any new system or functional change requirement within the department and participate in UAT as required
  • Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators (targets); produce relevant reports, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required
  • Review and optimise outbound scripts regularly and maintain a log of all changes
  • Ensures sales volumes, approvals, activations and documentation (POI) assessments are managed within expected targets and budgeted headcount
  • Communicate clearly, effectively and timeously to ensure that internal and external stakeholders are engaged on relevant matters
  • Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation
  • Operationalise all payroll related activities including management of overtime/special time/transport waybill

Management of people

  • Manage and lead a team of Team Managers.
  • Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of employees
  • Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
  • Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
  • Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
  • Mentor and coach employees and identify needs and update career growth plans
  • Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
  • Manage non-performance or probation requirements as stipulated in policies and /or contractual agreement
  • Ensure timeous contracting of KPI’s with Agents and Team Managers
  • Ensure adherence to WFM schedules and participate in forecasting and planning
  • Manage absence management procedure effectively, transparently and consistently in line with business process and company’s absence management policy

Qualifications:

  • 6- 8 years’ operational management experience in a Sales or Direct Marketing contact centre of which at least 5 years should be in a leadership capacity  managing Team Managers
  • Experience within a large Outbound Sales Contact Centre environment (100+ seats) with Dialler experience preferable
  • Experience within a Financial Services and/or retail credit environment is preferable
  • Grade 12 / Matric or equivalent
  • Degree /diploma in Business Management and/or related discipline  (advantageous)
  • Relevant contact centre certification
  • Key understanding of the Credit/Retail/Financial services industry
  • In-depth understanding of Outbound sales and Dialler principles
  • Analytical skills with proven ability to identify and develop solutions to improve new business process and acquisitions
  • Ability to effectively, clearly and convincingly communicate at all levels  – both verbally and in writing
  • Judgement and decision making
  • Strong Leadership skills

How to Apply:

  • Email your comprehensive CV to exceedhr@exceed.co.za.
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
  • We reserve the right to only conduct interviews with candidates of choice.
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

To apply for this job email your details to exceedhr@exceed.co.za