This role is driving and managing the development of the entire Call Centre / Customer Experience Centre portfolio and is crucial to be replaced to ensure continuation of the Tech service and the implementation of new features for business.
This includes [but not limited to]; Robotics Process Automation, Records Retrieval Engine, Click to Call features, Message Distribution Campaign Management System, IVR [Interactive Voice Response] for the redemption of Rewards, Artificial Intelligence voice-to-text investigations and analysis specific to open source technology.
Minimum requirements
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Proven experience in managing and delivery of relevant / similar sized programme roles and complex change projects 10 to 20 years business experience including management, processes refinement, reporting and project management Effective cross-functional relationships and Knowledge across the group.
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At least Ten (10) years managerial and people experience.
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Ten (10) years’ experience in the Banking/ ICT Industry Prior experience in at least one of the functional areas in scope of BSSA Is up to date with developments in individual area of expertise:
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Relevant domains (issuing).
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PMIBOK / Prince 2 or equivalent.
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NQF level 6- Appropriate Bachelor’s Degree or PMP Certification.