Team Leader-3

2 weeks ago


Johannesburg, Gauteng, South Africa FirstRand Full time
Job Description

Hello Future Team Leader

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 Life, 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.

Are you someone who can:

  • Manage costs / expenses within approved budget to achieve cost efficiencies
  • Engage with the customers in a professional way as specified in the service standards and ensure customers needs and expectations are understood in dealing with people processes
  • Resolve all customer queries efficiently, and within agreed timelines regarding people enquiries
  • Plan and develop learning schedule for both normal programmes and projects and submit learning schedule for review and approval
  • Comply with governance in terms of legislative and audit requirements.
  • Manage costs / expenses within approved budget to achieve cost efficiencies
.

  • Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
  • Cultivate and manage objective working relationships with a variety of stakeholders, including endusers, SME's, project managers and senior staff members
  • Proactive supervision of people to avoid customer breakdown by managing and resolving all customer queries efficiently, and within agreed timelines.
  • Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
  • Comply with governance in terms of legislative and audit requirements.
  • Track, control and influence activities with the specific aim to increase and improve operational efficiencies.
  • Collate, manage and report on daily / weekly / monthly operational progress as aligned to strategic objectives.
  • Ensure appropriate skilling and adequate capacity of team members for the adherence to operational and service standards.
  • Manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.
  • Manage personal and Team Management development to increase own skills and competencies for the Team Leader function and future Managerial growth opportunities
  • Diploma or Degree
  • Fluency in English and other South African languages would be ideal.
  • Solid customer service experience in a Longterm Insurance Contact Centre environment.
  • Minimum 2 years' experience as a Team Leader or a similar role in an Insurance Contact Centre environment, preferably Longterm Insurance

You will have access to:

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

We can be a match if you are:

  • Adaptable and curious
  • Analyse complex data sets
  • Thrive in a collaborative environment
Post

FNB
Job Details

Application Closing Date

18/06/24
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