Job Description

To assume full responsibility and accountability for the regional strategy and growth activities of the Channel.

To build sustainable key relationships across all channels, product houses and segments.

Hello Future Growth 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 FNB Insure & Invest Distribution, 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.

Job Purpose:

To establish, lead, and manage a financial advice call centre that delivers high-quality, compliant financial advisory services to clients. The role requires a strategic leader with deep knowledge of the FAIS Act and proven experience in call centre operations and financial services

Are you someone who can:

• Develop a sales & service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
• Track control and influence sales activities with the specific aim to achieve determined sales targets for FNB Insure and Invest
• Increase cost efficiency
• Manage internal clients and grow portfolio through making contact and generating leads
• Maximize cross sell opportunities and strengthen client relationships
• Translate strategies into actionable goals and execute relevant projects / Initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
• Comply with governance in terms of legislative and audit requirements
• Plan and execute campaigns successfully on schedule, set standards and benchmarks for ensuring successful campaign execution
• Maintain operational accountability for all campaign execution
• Consistently enhance own competence through knowledge development in subject matter and associated industry

Key Responsibilities:

Call Centre Setup & Strategy

• Design, implement and lead the operational framework for a financial advice call centre.
• Develop business plans, staffing models, and identify technology infrastructure to support inbound and outbound advisory services.
• Ensure the call centre is fully compliant with FAIS Act regulations and FSCA guidelines.

Leadership & Management

• Recruit, train, and supervise a team of financial advisors
• Coach and mentor team of financial advisors to handle complex customer queries and maintain high service standards.
• Foster a culture of compliance, performance excellence, and client-centricity.
• Set and monitor KPIs including appointments, quotes, sales call quality, conversion rates, client satisfaction, and compliance metrics.

Financial Advice Delivery

• Ensure all financial advisors are qualified and meet FAIS Fit and Proper requirements. 
• Oversee the provision of financial advice in line with FAIS Act standards, including honesty, integrity, competency, and operational ability. 
• Monitor and coach advisors to maintain high standards of advice and ethical conduct.

Compliance & Risk Management

• Act as the FAIS Key Individual for the call centre, ensuring regulatory exams (RE1 and RE5) are passed and maintained.
• Implement governance, risk, and compliance frameworks to manage exposure and ensure legal adherence.
• Liaise with internal compliance officers and external regulators as needed.

Client Experience & Service Delivery

• Drive initiatives to improve client engagement, retention, and satisfaction.
• Resolve escalated client queries and complaints efficiently and professionally.
• Ensure accurate record-keeping and reporting in line with FAIS and POPIA requirements.

You will be an ideal candidate if you have:

• Minimum: NQF Level 5 / 3 yr degree
• Preferred: Degree in Financial Planning, Commerce, or Business Management
• Regulatory: FAIS-recognized qualification,
• RE1 and RE5 passed 

Experience: 

• 10 years’ experience providing advice on underwritten life insurance and investment products, with a proven ability to deliver compliant and client-centric financial advice.

• Minimum 5 years in call centre management within financial services
• Proven experience in launching or scaling a contact centre is highly advantageous

Skills & Competencies:

• Strong leadership and people management skills
• Deep understanding of FAIS Act and financial services regulation
• Excellent communication and coaching abilities
• Analytical mindset with ability to interpret performance data
• Proficiency in CRM and call centre technologies

Compliance Note:

All candidates must meet the Fit and Proper Requirements as defined by the FAIS Act including:

• Honesty and integrity
• Competency (qualifications, experience, and continuous professional development)
• Operational ability
• Financial soundness

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

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

Job Details

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

18/09/25

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.