Senior Manager: Omni Channel

Job description

• A relevant Bachelor’s Degree in Business Management, Operations Management, or any relevant field (e.g., Customer Experience, Industrial Psychology, or Data/Information Systems).

• 10+ years’ experience in Financial Services Contact Centre management, with at least 5 years in a mid-to-senior leadership role.

• Strong knowledge of customer service metrics, tools, and technologies (Genesys Cloud experience advantageous).

• FAIS/RE qualification will be advantageous.

• Implement and shape the contact centre strategy to support business growth, customer experience and customer transformation

• Champion digital transformation and omni-channel integration initiatives

• Set long-term goals, KPIs, and SLAs to ensure continuous service improvement and customer satisfaction

• Oversee day-to-day operations across all customer touchpoints

• Manage workforce planning, forecasting, and scheduling for peak performance

• Ensure optimal use of contact centre technologies, CRM systems, and AI/chatbot platforms

• Maintain compliance with industry standards, data protection regulations, and internal policies

• Drive improvements in CSAT, NPS, FCR, interaction ratios and other key performance indicators

• Monitor quality assurance programs across all channels

• Analyse customer feedback to identify pain points and opportunities for service enhancement

Requirements

• Change Management

• Customer Experience (CX)

• Digital

• Management

• Quality Assurance

• Six Sigma

• Stakeholder Management