This role is responsible for inspiring high-performing teams, delivering exceptional customer experiences, achieving sales and service targets, and ensuring compliance within a regulated environment.
Responsibilities- Lead and develop teams by creating a high-performance culture focused on engagement, accountability, coaching and growth.
- Drive operational performance across Credit, Insurance and Mobile, ensuring sales, service and productivity targets are achieved.
- Champion quality, compliance and risk management, ensuring adherence to FICA, FAIS/FSCA, POPIA and internal policies.
- Partner with key stakeholders across Operations, Product, Technology, Analytics and Training to deliver business initiatives and continuous improvement.
- Improve customer outcomes through customer insights, complaints analysis, process enhancements and service excellence initiatives.
- Oversee workforce planning to ensure the right resources are available to meet customer demand and service level commitments.
- 5–7 years' contact centre operations experience, with at least 5 years in a senior leadership role.
- Experience leading large sales and service teams within Credit, Insurance, Mobile or Telecommunications environments.
- Insurance sales operations experience is advantageous.
- Relevant tertiary qualification; Financial Services or Insurance-related certifications are beneficial.
- RE certification would be advantageous.
- Strong understanding of contact centre operations, workforce management, performance optimisation and coaching.
- Knowledge of FICA, FAIS/FSCA, POPIA, Treating Customers Fairly (TCF) principles and operational risk management.
- Passion for developing people, driving results and delivering exceptional customer experiences.
Skills Required
- 5-7 years contact centre operations experience with at least 5 years in a senior leadership role
- Experience leading large sales and service teams within Credit, Insurance, Mobile or Telecommunications
- Insurance sales operations experience
- Relevant tertiary qualification
- Financial Services or Insurance-related certifications
- RE certification
- Strong understanding of contact centre operations, workforce management, performance optimisation and coaching
- Knowledge of FICA, FAIS/FSCA, POPIA, Treating Customers Fairly (TCF) principles and operational risk management
- Passion for developing people, driving results and delivering exceptional customer experiences
What We Do
Mr Price Group Limited is an omni-channel, fashion value retailer. The Group retails Apparel, Homeware and Sportsware and is one of the fastest growing retailers in South Africa. Our History: 1885 - The first John Orrs store opens 1934 - The first Hub store opens 1952 - John Orrs is listed on the JSE 1967 - Acquisition of two Miladys stores 1986 - Laurie Chiappini and Stewart Cohen, together with BOE, acquire a major shareholding in John Orr Holdings 1987 - The first Mr Price store opens 1991 - Laurie Chiappini and Stewart Cohen acquire control of the Group from BOE 1993 - Launch of the Mr Price Group Share Partnership Initiative 1996 - Acquisition of Galaxy & Co. and Sheet Street 1997 - Alastair McArthur is appointed as CEO 1998 - Mr Price Home launched 2000 - Mr Price opens stores in Botswana and Namibia 2001 - Specialty Stores becomes MR Price Group 2005 - Over 100 million units are sold across the group 2006 - Sale of the Hub and Galaxy divisions 2007 - Launch of Mr Price Sport stores and Mr Price Franchising 2008 - Miladys wins the Orange Index award for excellence in customer service 2008 - Mr Price Apparel is voted the most loved and most frequented retail apparel brand for the first time 2008 - This year Mr Price Home is voted the most loved and most frequented homeware retailer 2011 - Retail sales exceed R10 billion and profit attributable to shareholders exceeds R1 billion for the first time 2011 - The group celebrates the 25th anniversary of change in control, recording a CAGR share of 25.3% and headline earnings per share of 23.5% over this period 2012 - First Corporate owned Mr Price store opens in Lagos, Nigeria 2013 - Mr Price launches its online store
