Job Description

To manage activities ensuring levels are maintained, training is provided and that company standards are met

Planning, organisation and control of staff

Hello Future, Sales Contact Centre Manager,

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FR Life Assurance, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

The Sales Contact Centre Manager is responsible for leading and managing a high‑volume insurance sales contact centre to achieve new business and cross‑sell targets. The role ensures performance, regulatory compliance, operational efficiency, and a consistently high standard of customer experience while developing a high‑performing sales team.

Key Responsibilities

Sales Performance & Revenue Growth

• Own and deliver monthly, quarterly, and annual sales targets across all Long-Term insurance products
• Drive new business acquisition
• Analyze sales trends, conversion ratios, and pipeline data to optimize performance
• Implement and refine sales strategies, scripts, and campaigns

Contact Centre Operations

• Manage day‑to‑day operations of the insurance sales contact centre
• Ensure optimal staffing, scheduling, and workforce productivity
• Monitor key operational metrics relevant to a sales contact centre
• Implement process improvements to increase efficiency and cost control

People Leadership & Development

• Lead, inspire, and manage Team Leaders and Sales Consultants
• Monitor performance management and coaching structures
• Identify high‑potential talent and create development and succession plans
• Manage disciplinary processes and absenteeism where required

Quality Assurance & Customer Experience

• Ensure consistent adherence to sales quality standards and scripts
• Partner with QA teams to monitor call quality and complaint trends
• Drive a customer‑centric culture balancing sales performance with fair outcomes
• Handle escalated customer complaints and complex cases

Compliance & Risk Management

• Ensure full compliance with insurance legislation, industry codes, and internal policies
• Maintain strong oversight of Treating Customers Fairly (TCF) principles
• Ensure all sales processes meet FAIS, FICA, and data protection requirements

Reporting & Stakeholder Management

• Compile and present performance reports and MI to senior management
• Track and report on sales, quality, compliance, and people metrics
• Collaborate with internal stakeholders

You will be an ideal candidate if you have:

• Bachelor’s Degree or Diploma in Business, Sales, Marketing, Management, Finance, or related field
• Regulatory Insurance Qualification as required by local legislation (e.g. FAIS‑recognized qualification in South Africa)
• RE5 / Fit and Proper certification (or equivalent for the relevant market)

Required Experience

• 3–5 years in a contact centre management role, experience in Insurance Sales advantageous
• Proven track record of delivering and exceeding sales targets
• Experience managing large sales teams (40+ agents through team leaders preferred)
• Strong exposure to outbound and/or inbound sales models
• Demonstrated experience in compliance‑driven sales environments

Technical & Professional Skills

• Advanced knowledge of contact centre KPIs and sales analytics
• Proficiency in CRM systems, diallers, and workforce management tools
• Excellent reporting and data interpretation skills

Leadership & Behavioral Competencies

• Results‑driven with a strong commercial mindset
• Inspirational people leader with strong coaching skills
• High attention to detail and compliance orientation
• Resilient under pressure in a fast‑paced environment
• Strong communication, negotiation, and stakeholder‑management skills
• Ethical, customer‑focused decision maker

We can be a match if you have the following:

• Adaptable and curious
• Have a proven successful track record.
• Thrive in a collaborative environment.
• Detail-oriented
• Proactive and accountable
• Calm under pressure
• Collaborative mindset
• Flexible and adaptable in a dynamic work environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

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#LI-AW1

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

25/05/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.