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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 implement, enable, scale, entrench, engage and commercialise the consumer client value proposition/s and life journeys in the Voice Branch in collaboration with other Segments, Client Solutions, Engineering and stakeholders through the client engagement platforms. To drive integrated ways of work with Client Coverage, Digital and eCommerce for the delivery of client sales and service needs.

Job Summary

Type: full-time
Location: Windhoek
Category: Customer Service
Closing Date: 2026-08-06

Key Responsibilities

Drive the transition from traditional contact centre operations to a digitally enabled Voice Branch platform.
Partner with Digital, Engineering and Client Solutions teams to improve client journeys.
Champion omnichannel engagement and integrated client servicing.
Accountable for overall risk management and adherence to all governance standards for the continued sustainability of the Call Centre.
Ensure that risks are mitigated, and that appropriate, proactive recovery and resolution plans are in place to protect the segment from any untoward event.

Requirements

Bachelor of Commerce Degree or related.
3-4 years experience in all facets of Consumer Banking, including heading up a segment.
Knowledge and experience of consumers, their needs and their markets gained from an extended period of industry experience and a proven track record in high-level leadership in organisations of comparable size and complexity.
Experience in managing an inbound / outbound contact centre.
Behavioural Competencies:
Adopting Practical Approaches
Directing People
Exploring Possibilities
Making Decisions
Resolving Conflict
Technical Competencies:
Contact Centre Customer Relationship Management
Customer Understanding
Operations Risk Management
Risk Response Strategy
Risk/ Reward Thinking

How to Apply

To apply, please visit: jobs.smartrecruiters.com

About the Company

Standard Bank Namibia is a prominent financial institution operating across Namibia, offering a comprehensive suite of banking and financial services. As a key subsidiary of the broader Standard Bank Group, it leverages regional expertise to serve individuals, businesses, and corporate clients within the country. The bank plays a vital role in Namibia's economic development, supporting various sectors through its extensive network of branches, ATMs, and digital banking platforms. Committed to local prosperity, Standard Bank Namibia continually aims to provide innovative solutions tailored to the unique needs of the Namibian market.

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Frequently Asked Questions

What qualifications and experience are typically required for a Call Centre Manager role in Namibia?

A Bachelor's degree in business, management, or a related field is often preferred, alongside proven experience in call centre operations or customer service management. Relevant certifications in customer service or project management can also be highly beneficial for this role.

What are the primary day-to-day responsibilities of a Call Centre Manager in a Namibian bank?

You would typically oversee daily call centre operations, including managing staff performance, ensuring service level agreements are met, and resolving complex customer escalations. This role also involves implementing and monitoring operational procedures to optimize efficiency and customer satisfaction.

What is the typical work culture and what are the expectations for a Call Centre Manager in the Namibian financial sector?

The Namibian financial sector values professionalism, strong leadership, and a customer-centric approach. Managers are expected to foster a collaborative team environment while also driving performance and adhering to local regulatory compliance.

What are the realistic career progression opportunities for a Call Centre Manager in Namibia?

Successful Call Centre Managers can often progress into senior management roles within customer service, operations, or even branch management within the bank. Opportunities for specialisation in areas like digital customer experience or regional operations also exist over time.

What kind of benefits package can one expect as a Call Centre Manager in Namibia?

Typically, a comprehensive benefits package includes medical aid, pension fund contributions, and various types of leave such as annual, sick, and family responsibility leave. Specific benefits may vary depending on the employer's policies and the seniority of the role.

How should I tailor my application for a Call Centre Manager position in Namibia, and what do employers typically seek?

Focus your application on demonstrating strong leadership skills, a proven track record in call centre management, and an understanding of the Namibian customer service landscape. Employers look for candidates who can drive team performance, enhance customer experience, and adapt to local market dynamics.

Banking Call Centre Financial Services Manager Operations