Job Description

Job Classification * Job Req No: 143242 * TA Specialist: Refilwe Falatsi * Closing Date: 9 January 2026 * Location: 135 Rivonia Campus, Sandown * Cluster: Personal and Private Banking | Nedbank Insurance | Distribution - Telebroking * Please note: Preference will be given to applicants from Underrepresented Groups. Job Family Sales and Services Career Stream Call Centre (Service) Leadership Pipeline Manage Others FAIS Affected FAIS Affected - Yes Job Purpose Lead and manage the Nedbank Insurance Telebroking / Sales team to ensure seamless operations, exceptional client service, retention, and sales performance. Build and maintain strong stakeholder relationships aligned with Nedbanks client service strategy. Job Responsibilities * Drive operational efficiency and manage budgets by monitoring headcount and agent productivity. * Oversee service level agreements across multiple channels and multimedia platforms. * Identify and action cross-sell opportunities during client interactions. * Ensure all sales and retention campaigns meet SLA requirements. * Analyse CMS and MIS reports to manage call metrics (AHT, abandonment, transfers, repeat calls). * Deliver cost-saving initiatives and ensure project profitability. * Monitor and manage inbound/outbound queues and escalations. * Maintain quality standards through call quality monitoring and Client Experience Measures (CEM). * Review monthly business performance and ensure accurate MIS reporting. * Manage complaints and escalations within SLA to ensure client satisfaction. * Ensure compliance with FAIS and FSCA regulations, including regular audits and proficiency tests. * Drive talent development, performance management, and team engagement for optimal results. * Maintain disaster recovery and business continuity plans. * Foster innovation and continuous improvement within the team. People Specification Essential Qualifications - NQF Level * Matric / Grade 12 / National Senior Certificate * Diploma Essential Certifications * Fais related accreditation/qualification or to work under supervision Minimum Experience Level * Minimum 3 years in call centre sales team (Insurance) management * 2 years in a management role (mandatory) * Strong Excel and PowerPoint proficiency * FAIS Accredited Qualification (150 FAIS credits) * RE5 Certification * Key Individual experience (advantageous) Technical / Professional Knowledge * Financial Accounting Principles * Relevant regulatory knowledge * Governance, Risk and Controls * Change management * Principles of project management * Management information and reporting principles, tools and mechanisms * Communication Strategies * Operations planning * Client service principles * Employee training/development Behavioural Competencies * Decision Making * Customer Focus * Delegation and Empowerment * Execution * Building Talent * Creating a Culture of Trust
Are you a dynamic leader with a passion for sales, service excellence, and compliance? Nedbank is looking for a Telebroker Manager to drive operational performance, lead high-performing teams, and deliver exceptional client experiences across multiple channels. What youll do: Manage Contact Centre operations and SLAs Drive sales and retention campaigns Ensure compliance with FAIS & FSCA regulations Analyse CMS/MIS reports to optimise performance Build and develop a capable, high-performing team What were looking for: Matric + Diploma (FSCA-related qualification advantageous) FAIS RE5 & 150 FAIS Credits 3+ years managing call centre sales teams 3+ years in management Strong Excel & PowerPoint skills Why Nedbank? We value innovation, client-centricity, and operational excellence. If youre ready to lead, inspire, and make an impact, this is your opportunity!

Skills Required