Technical Team Leader

2 weeks ago

Johannesburg, Gauteng, South Africa FirstRand Full time
Job Description

To provide expert advice and support in practice formulation and associated best practice improvements Responsible for leading and developing a team of technical resources that provide operational project and technical support

  • Deliver against operational and cost targets
  • Prioritise resource allocation to minimise and reduce wastage
  • Monitor costs for the financial year according to the operational plan
  • Allocates and approves expenditure
  • Review cost reports and resolves or explains variances to the budget
  • Identify, control and escalate potential risks that may lead to increased costs
  • Manage costs or expenses within approved budget to achieve cost efficiencies
  • Contribute to the development of larger overall area budget
  • Develop the budget for the next financial year for area of responsibility taking all operational plans into consideration
  • Research and design a longer term financial resource requirement plan for the area of responsibility
  • Present the business case to motivate for financial resources
  • Analyse and develop implementation plans against the forecasted financial budget
  • Develop tactical budget for area of responsibility that minimise expenditure and manage costs
  • Control the budget for area including the authorisation of expenditures and implementation of financial regulations Deliver customer experience excellence aligned to Organisational values and service standards
  • Build professional longterm relationships with customers based on trust that builds the brand
  • Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service
  • Provide customers with relevant information to keep them informed of products and service options
  • Ensure full understanding of customer needs to deliver a quality service
  • Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
  • Communicate how customer service solution will be implemented and secures buyin
  • Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
  • Ensure resolution of customer queries and complaints timeously and ownership of issues
  • Analyse customer feedback to help improve customer service
  • Propose ideas to improve customer service
  • Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buyin
  • Engage in crossfunctional relationships to obtain and to provide work support
  • Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
  • Ensure implementation of relevant policies, governance and practice standards across the business
  • Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements
  • Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes
  • Develops an understanding of risks and risk management approaches
  • Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks
  • Educates others and makes suggestions for improvements
  • Networks and participates in specialist risk forums where required
  • Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability
  • Ensure the development, alignment, mapping and implementation of endtoend processes aligned to the customer journey map
  • Research, enable and consult on improvements and opportunities to harness technology and platform enablement
  • Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
  • Monitor customer feedback reports and align processes to maximise efficiencies
  • Provide input into the development of the busines area tactical strategy in achievement of the overall business strategy
  • Develop and implement an area operational plan in achievement of Business objectives
  • Understand competencies and skills required for own and employee's development and performance
  • Identify development needs and select effective solutions to address own and employee development needs
  • Ensure that each employee prepares a personal development plan that is implemented and reviewed as required
  • Provide on the job coaching and guidance
  • Manage team delivery against goals in the area of responsibility
  • Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures
  • Participate in Talent Management practices and processes in line with HR policies and procedures
  • Implement employment equity plan targets in

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