1. 1
Level of Operation
Title CONTACT CENTRE MANAGER
Main Purpose
To ensure the effective running of the AFFS i.e. (AFICA, BULKING, PENSION PAYROLL, RETIREMENT FUNDS, SURPLUS, HEALTH CARE. AF TRUST
SERVICES, IS, TRACING, TRAINING & SYSTEMS) Contact Centre to meet its customer servicing objectives bymanaging the dayto dayoperations of
the AFFS Contact Centre.
Division/Department
Operations andAdministration , Client Services
Grade andOccupationLevel
D
1. ProfessionallyQualified Middle Manager, Interpretive Decisions Entry, reporting into the Head:Client Services
2. This positionreports intoanO&A MancoMember
3. This positionrequires that the individual demonstratesstrong customer services experience and standards.
4. Performs duties withinownarea with directionfrom line manager.
5. Accountable for executionandimplementation ofassignedtransactions, projects or tasks. Accountable for the efficient running and
operationof the Contact Centre in the Division.
Formal Qualifications
1. Contact Centre Courses or relevant management courses
2. Relevant Diploma / Degree/TertiaryQualificationAdvantage
3. Post Graduate Qualifications anadvantage
4. Analytical and/or Systems Courses advantage
RequiredExperience
 Minimum of5 years’ experience at a management level inthe Contact Centre Environment
 Minimum of3 years in a Management Role
 Must have experience in setting upcorporate trainingprograms
 Must have business andtechnical experience
 Experience inmanaging a corporate training team is an advantage
 Employee benefits experience is anadvantage

2. 2
Accountability  Escalates breaches ofpolicies / procedure appropriately
 Contributesto the ongoingidentificationandmitigation ofnew risks throughthe assessment of external influences and internalchanges
 Abilityto mitigate risk. Assesseshowexternal influences and internalchanges mayimpact the business area, systems, processes andactivities
 Accountable for all Contact Centre operational decisions in AFFS
 Accountable to meet signed off targets from Headof Client Serviceson achievement ofstrategic goals andobjectives
 Accountable for the CICContact Centre Systemand all relatedprojects across the AF Group
 Accountable for CRMprojects in Ops & Admin
 Accountable for all Contact Centre TrainingandQA for AFFS Contact Centre
 Accountable for ad hoc income revenue for Ops & Admin
 Accountable to develop cost efficient and effective client servicing solutions
 Accountable to playa keyrole in and to develop AFs Retail Strategy(Across the AF Group)
 Accountable to meet with and deal with Heads or MDs ofallsupported divisions across the AF Group
Reporting structure
Total Staff Compliment: 80
Total Staff Directly Managed: 7
Total Staff indirectly Managed: 73
Staff Salary Bill: R13 million P.A.
Head: Client
Services
Manager Contact
Centre
Team Leaders

3. 3
Key Performance Area Input (method used)
Time Spent
1. DecisionMaking, Strategizing
and planning
 To make appropriate andtimelydecisions with regards to Contact Centre Operations
 To make sure that the Contact Centre Operates inbudgetedcost
 The positionholder must be able to solve problems or make decisions making reference to Manuals, Companypolicies
and procedures, External/Internal resources, Legislation/case law, General practice within statutoryfunds
 Responsible for developing an effective andefficient servicing strategyfor Contact Centre within AFFS and to assist other
Contact Centre inthe Group
 Responsible for ensuringthat aneffective planis mappedout for the utilization ofCICandCRM
 Responsible for ensuringthat the servicing modelis looking at the latest servicing standards and that it canbe utilized in
our businesskeepingthe serving area leading andfront edge.
 Responsible for ensuringthat structured, effective anddynamic Training& QA Programs are in place for the AFFSContact
Centre
 Recognizing adhoc revenue opportunities
 Responsible for meeting withHeads of Divisions to ensure that the Contact Centre meets and exceeds servicing
requirements
25%
2. ManagingDirect Reports,
Processes andOwnIndividual
tasks
 Ensure direct reports manage teams to meet required service targets
 Ensure Training & QA teamfacilitatesall training & QA requirements
 Ensure Support Team maintains all relatedsystems anddelivers all projects ontime
 Ensure effective reporting backto Heads & MDs of performance andsurveyfeedbacks
 Must be able to be an excellent presenter as role is required to present to New Business Clients andto different forums
(internal and external)
25%
3. LeadershipandRelationship
Management (Networking)
 Developandmaintaindesired organizational culture
 Developing an engagingandpositive work environment for staff to perform optimally
 Must have a working knowledge of the business (AF Group)
 Model requiredleadership behavior andvalues
 Talent Management anddevelopment ofManagers & Team Leaders (andensure this filters down to all staff)
 Manage and Maintainaneffective and goodworking relationship withMDs, Heads or Senior Managers infollowing
divisions (internalclients and/or service providers):
o Ops & AdminBack Office
o AFICA
o FPC
o Consulting
o Investment Solutions
o HR
o GIT
o AFI
o Guard Risk
 Manage and maintain goodrelationships withexternal clients (e.g. Trustees, Keystake holders in Funds or Companies)
15%

4. 4
5. Role Specific  Managingthe call Centre withapproximately(+/-80 staff)as well the effective runningof the CICmultimedia Contact Centre
systemplatform whichis Over 300 users across the AF Group.
 Managingthe effective use of MS CRMfor AFFS Contact Centre & Ops & Admin
 Ensuring there is aneffective Contact Centre Training Team in place providing Training& QA across the business
 Manage adhoc income drive to meet revenue targets
 Ensuring AFFScontact Centre meets all legislative requirements (e.g. TCF, POPI, NCA…)
 Talent Management & StaffDevelopment
 Assist New Business Teaminpresentations or processes to garner new clients
30%
6. TCF  Ensures that TCF is understoodandpracticedbythe people reportingto him/her, ifany.
 Draws onTCF management information (and potentiallycontributestowards the input thereof) to monitor progressinTCF
and
 Address short-comings relevant to his/her area withurgency.
 Keeps abreast oflatest TCF informationand guidelines as fromtime to time.
5%
Technical and behavioral competencies
Skills  Strong Business Acumen
 Excellent oral and Writtencommunicationandpresentation skills
 Strong knowledge of the financial services business and applicable legislation such as PensionFunds Act, FAIS, Long term and Short term insurance,
Income Tax Act.
 Strong risk management skills
 Strong accountingknowledge
 Strong project management skills
 Advancedrelationshipbuilding & networking skills at alllevels
 Abilityto multi-task anddelegate where appropriate
 Abilityto anticipate and manage change
 Abilityto workunder pressure
 Strategic Innovative thinkinganddelivery
Behavioral (Interpersonal
and Intrapersonal)Cognitive
Competencies

 Client Centric Orientation (Passionate about service)
 High Level of Emotional Intelligence
 Good relationshipbuilding& networkingskillsat all levels
 Self-motivated andgoodmotivator
 Confident
 Assertive
 Abilityto persuade andinfluence

5. 5
 Professional and mature business attitude
 Abilityto manage expectations
 Self-awareness
 Resilient
 Responsible & accountable
 Resourceful problem solver
 Effective Communication
 Results- Orientated
 Strong Business sense
 Abilityto interact withClients
 Creative Problem-Solvers
 Abilityto buildandmanage teams
 Abilityto delegate activities across various operations
 Abilityto anticipate and manage change
 Strategic Innovative thinkinganddelivery
Cognitive Competencies  Excellent decisionmaking skills
 Abilityto determine when best to make a decision“on the fly” andwhento review
 Epithetic
 Analytical Thinking
 ProblemSolving
 Abilityto ThinkBig Picture (Strategic Thinking)
 Able to multitask

6. 6