Voice Branch Service Head

About the role

Standard Bank Group is looking for an experienced Service Head to lead Voice Branch Operations, reporting to the Head of Voice Branch. Voice Branch is the servicing contact centre for Personal and Private Banking, and the role manages resources, processes and levels of authority to deliver service levels, quality standards and risk tolerance. It strengthens first-contact resolution, aligns the client and banker experience, oversees FAIS requirements and frontline enablement, and champions the growth and wellbeing of the people who deliver the service.

Key responsibilities

• Lead the day-to-day operation of Voice Branch, ensuring effective resource management, operational efficiency, service level delivery and quality standards.
• Oversee workforce management, including capacity planning, scheduling, performance analytics and real-time monitoring across traditional, Universal Banker and hybrid workforces.
• Use operational data, client feedback and stakeholder engagement to remove friction points and strengthen digital servicing capability, including chatbot performance.
• Oversee FAIS requirements, accreditation standards and compliance, and maintain accountability for operational risk and audit remediation.
• Oversee frontline enablement and support functions, including implementing change and adoption across Voice Branch and its geographical footprint.
• Build a high-performing leadership and operational team through coaching, talent development, capability building and performance management, in partnership with People and Culture.

Required profile

• Bachelor's degree (NQF 7) or higher in Business, Commerce or a related field, aligned to FAIS requirements.
• Completed RE5 and RE1 regulatory examinations.
• 10 years' relevant experience, including 8 to 10 years in a contact centre environment.
• Proven experience leading large contact centre teams in a complex servicing environment.
• Strong service and operational management experience, including service level management, workforce management, quality assurance and process optimisation.
• Experience partnering with senior leaders and cross-functional teams; previous branch banking experience is advantageous.

Required skills

• Contact Centre Customer Relationship Management
• Service and Operational Management
• Financial acumen and business acumen (People and Culture)
• Compliance and audit remediation
• Risk identification and management
• Change and adoption management and agile concepts