Call Centre Manager

About the role

The Call Centre Manager will lead the Voice Branch, implementing and scaling the consumer client value proposition across inbound and outbound contact centre operations. Working closely with Digital, Engineering, Client Solutions and other business segments, the role ensures seamless, omnichannel client journeys and drives commercial outcomes.

Key responsibilities

• Implement and commercialise consumer client value propositions and life journeys within the Voice Branch.
• Partner with Digital, Engineering and Client Solutions to enhance client journeys and promote omnichannel engagement.
• Transition traditional contact centre operations to a digitally enabled platform.
• Oversee risk management, governance compliance and proactive recovery plans for the call centre.
• Lead and develop inbound/outbound contact centre teams, ensuring service quality and sales targets.
• Coordinate with Client Coverage, Digital and eCommerce to meet client sales and service needs.

Required profile

• Bachelor of Commerce or related degree.
• 3‑4 years of experience in consumer banking, including segment leadership.
• Proven track record managing inbound and outbound contact centre operations.
• Strong understanding of consumer needs and markets.
• Demonstrated high‑level leadership in organisations of comparable size and complexity.
• Behavioural competencies: practical approach, people direction, decision making, conflict resolution.

Required skills

• Contact Centre Customer Relationship Management (CRM) systems.
• Customer understanding and segmentation.
• Operations risk management.
• Risk response strategy and risk/reward thinking.
• Management of inbound/outbound contact centre environments.