Call Centre Support Manager

About the role

The Communication Centre Support Manager leads a team of consultants to deliver high‑quality service to financial intermediaries and investors, ensuring operational excellence and a culture of continuous improvement.

Key responsibilities

• Lead team members to achieve client service strategic objectives and implement Glacier’s vision for the Communication Centre.
• Deliver on contracted SLA targets for both call centre and email teams, providing resolutions for technical and escalated enquiries.
• Prioritise, delegate and manage workflow to improve efficiency and data‑driven decision making.
• Oversee performance management, recruitment, and general people management, including implementation of new ways of working structures.
• Coach and train consultants, implement quality‑assurance processes, and measure call and email quality.

Required profile

• Matric/Grade 12 qualification.
• Relevant financial qualification and completion of applicable regulatory exams.
• 3–5 years proven management experience, preferably in a financial services environment.
• Coaching qualification and demonstrated coaching experience.