Senior Manager: Omni Channel (Contact Centre)

Requirements:

• A relevant Bachelor’s Degree in Business Management, Operations Management, or any relevant field (e.g., Customer Experience, Industrial Psychology, or Data/Information Systems).
• 10+ years’ experience in Financial Services Contact Centre management, with at least 5 years in a mid-to-senior leadership role.
• Strong knowledge of customer service metrics, tools, and technologies (Genesys Cloud experience advantageous).
• FAIS/RE qualification will be advantageous.

Responsibilities:

• Implement and shape the contact centre strategy to support business growth, customer experience and customer transformation
• Champion digital transformation and omni-channel integration initiatives
• Set long-term goals, KPIs, and SLAs to ensure continuous service improvement and customer satisfaction
• Oversee day-to-day operations across all customer touchpoints
• Manage workforce planning, forecasting, and scheduling for peak performance
• Ensure optimal use of contact centre technologies, CRM systems, and AI/chatbot platforms
• Maintain compliance with industry standards, data protection regulations, and internal policies
• Drive improvements in CSAT, NPS, FCR, interaction ratios and other key performance indicators
• Monitor quality assurance programs across all channels
• Analyze customer feedback to identify pain points and opportunities for service enhancement