Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To manage and lead staff to ensure execution of the business unit strategy and objectives, as well as managing the operational environment, stakeholders, and performance within the Rehabilitation Call Centre.

Bachelor of Commerce Degree

Experience: 

• 5-7 years specifically call centre management experience of which 2 years should have been in a supervisory role.

Key Impact Areas:

• Drive initiatives and campaigns in order to rehabilitate clients in arears by means of relating to clients' circumstances and stipulating possible pathways to rehabilitation communicated and executed by Rehabilitation Officers. 
• Empower the Rehabilitation Call Centre to resolve conflict situations confidently, professionally and effectively by providing support, constructive feedback, and guidance to Rehabilitation Team Leaders and Rehabilitation Officers.
• Identify operational deficiencies and adverse trends proactively through a hands-on management approach, regular engagements with the Rehabilitation Team Leader and Rehabilitation Officers to gage, monitor and track risks.
• Initiate and drive operational plans through proper delegation and buy-in from Rehabilitation Team Leaders and Officers to ensure continuous improvement and efficiency.
• Develop, implement and utilise risk measurements, risk management systems, risk processes, and policies effectively within the business unit by understanding the operational framework of the Rehabilitation Call Centre and the opportunities and threats the call centre faces to mitigate risks accordingly.

Behavioural Competencies:

• Developing Expertise
• Developing Strategies
• Empowering Individuals
• Interacting with People
• Making Decisions

Technical Competencies:

• Coaching and Mentoring
• Contact Centre Customer Relationship Management
• Performance Management
• Product and Services Knowledge
• Risk Management

Closing Date: 04 June 2026