Nedbank Resource Planner Jobs in South Africa
Nedbank Resource Planner Jobs in South Africa
Job Purpose To optimise the headcount resources of the Contact Centre to ensure maximum utilisation of the Agents time while maintaining a strong structure and foundation that will reflect client centricity; in line with Nedbanks business strategy of creating a great place to bank and to work.
Job Responsibilities
Ensure that agents are sufficiently trained and knowledgeable before their skills are loaded onto the agents skills profile Review Nedbank and Business Unit Plan and ensure delivered systems; process; services and solutions are aligned to support the achievement of the business strategy; objectives and values.
Identify training courses and career progression for self through input and feedback from management to improve personal capability and to stay abreast of developments in field of expertise.
Ensure all personal development plan activities are completed within specified timeframe to ensure personal growth and application of new competence in function to enable effectiveness in performance of roles and responsibilities.
Share knowledge and industry trends with team and stakeholders during formal and informal interaction to enable skilling and required corrective action taking place.
Obtain buy-in for developing new and/or enhanced processes (eg: operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
Facilitate work schedules for Agents; based on time of the month; call arrival patterns; training and development and in-house events by using forecasting and scheduling tool and the relevant Call Management System.
Manage risk and compliance in line with the Basic Conditions of Employment Act and other relevant legislation. Monitor volumes and call arrival patterns to detect any sudden anomalies then investigate and implement immediate crisis management by listening into the calls remotely to ascertain the reason for change in increased volumes of calls and alerting the business to remedy proactively.
Liaise with Team leaders by sending them communication via various social networks to alert them of behaviour issues that may impact their business and service levels Liaising with Deployment Managers and teams to proactively avert potential impacts from marketing campaigns and business rollouts eg: impact of messages sent to clients who then call into the contact centre with queries.
Training and On boarding of new agent desks; by doing classroom training; system training and presentations for the staff to upskill them on the various products.
Build relationships with staff; gain their trust and buy-in by being physically present in their environment; via remote accessibility or travelling to them to show support.
Optimise Agent resources within the business in terms of scheduling through forecasting and scheduling systems Create repeated awareness of cost saving through monitoring of agents' behaviour eg: adherence to a prescribed schedule; minimise long calls; fulfilling knowledge gaps.
Generate alerts via
various mediums for rapid reaction from the business for any impact in terms of high call volumes that affect client centricity.
Optimise agent headcount full time equivalent (FTE) through refreshed calculations to ensure correct capacity in all areas of the business.
Participate in Nedbank Culture building initiatives (eg: Barrett Surveys etc) contributing to a culture conducive to the achievement of transformation goals.
Qualifications
Essential Qualifications - NQF Level.
Matric / Grade 12 / National Senior Certificate.
Minimum Experience Level
Minimum 3 years working experience in Operations Consulting or Operations Improvement
Proven track record in projects related to business transformation, operational improvement, process excellence
Strong problem solving capabilities
Strong relationship management abilities
Data analysis experience
Proven track record in influencing change
Working experience on ActiveOps (AOM) methodology
Strong analytical skills
Ability to coach and improve team and individual performance through data driven coaching conversation
Ability use AOM methods for collecting and analysing data
Ability to work with large datasets (structured and unstructured)
Ability to develop business cases / value cases
Excellent communication and presentation skills, ability to synthesize the team’s work into recommendations presented to clients, and deliver oral and written reports to the client management, in addition to a strong presence, team spirit and leadership skills
Stakeholder management and effective communication (at all levels)
Problem solving/innovation and critical thinking
Value stream mapping
Process improvement
Preferred Qualification
Grade 12
Degree ( preferable)
Type of Exposure
Building and maintaining effective cross-functional relationships with internal and external stakeholders
Analysing and interpreting qualitative and quantitative data
Influencing stakeholders to obtain buy-in for concepts and ideas
Sharing information in different ways to increase clients understanding.
Brainstorming ways of improving a product or situation.
Challenging the status quo with a view to improving the environment or people's understanding.
Communicating standards to others.
Conducting gap analysis" "Communicating job requirements and performance standards to others.
Coordinating and securing buy-in from internal stakeholder.
Using different approaches in new work situations.
Technical / Professional Knowledge
Cluster Specific Operational Knowledge.
Relevant regulatory knowledge.
Principles of project management.
Communication Strategies.
Banking knowledge.
Data analysis.
Banking procedures.
Research methodology.
Governance, Risk and Controls.
Principles of financial management.
How to Apply
For more information and job application details, see; Nedbank Resource Planner Jobs in South Africa
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