• Overseeing a team of 7 leaders that have an average of 15 direct reports each –Responsible for a multiproduct division with a Total headcount of 112 employees.• Responsible for the key strategic decisions within the segment.• Ensuring that the key operational requirements within the service environment in the call centre is delivered by the respective individuals. • Managing the stakeholder relationship on behalf of Nedbank.• Ensure that coaching, performance management is done according to the respective standards as well as ensuring that the required employee development plans are in place. • Involvement in the Outputs Weight/ Output Activities on the Metrics BSC dimensions so to ensure that all employee performance is correctly measured, as well as setting of targets for the teams.• Identify and manage risk associated with the division.• Recruit suitable resources in partnership with HR.• Ensure that the team provides and maintains exceptional customer service. • To ensure the continuous adherence to and quality of all technical processes and standards in order to drive value creation for customers.• Ensuring that the respective training for cross skilling takes place within the required timeframes, by negotiating and coordinating the training resources in relation to the business requirement.

To manage a team of 13 consultants and to ensure service and sales fulfilment in the most effective manner to enable a quick turnaround time to client within specified SLA

Serviced Nedbank clients telephonically as a service inbound agent. My role involved query resolution , Identifying need to offer client an alternative product as well as resolving the clients complaints.