Technical Team Leader

3 hours ago

Johannesburg, 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 long-term 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 buy-in
- 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 buy-in
- Engage in cross-functional 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 end-to-end 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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