Team Leader Inbound Outbound

6 months ago

Johannesburg, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:
This role is within RBB: Everyday Banking in Service Operations

BRIEF OVERVIEW OF THE ROLE:
To supervise and monitor a 24/7 team in ensuring the smooth running of the day to day service and client satisfaction to enable the team to meet contracted service level agreements. Support Manager with Everyday Banking. This is a shift-based role. To plan, manage and monitor the implementation of operations related activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

**Job Description**:
KEY RESPONSIBILITIES:

- Coach and mentor team members on a daily basis on how to improve their own productivity and use of the bank’s processes and systems.
- Manage the performance of the team by implementing appropriate actions as required by the Group’s Performance Development process
- Analyze and determine team member development needs. Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
- Establish and maintain a succession plan and developmental plan for the team to ensure coverage for all key roles and key man dependencies.
- Together with the line manager for the area, create effective workforce and recruitment demand plans to ensure current and future business requirements are met. Make recommendations on how resources could be reallocated in case of excessive workload.
- Review and update the team’s role profiles on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
- Manage day-to-day capacity, leave, attendance and overtime ensuring that leave plans are in place, minimum overtime and all requests are pre-approved
- Monitor overtime and ensure that it is kept to a minimum. Ensure that all overtime is pre-approved.
- Manage and maintain organization structures at least once a month by using Workday
- Engage with employees on a frequent basis, at least once a month where possible, and ensure, where required to obtain, support from Employee Wellness to assist the employee and the manager.
- Responsible for socializing new employees into the ways of working of the business area and the smaller team.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Train or instruct employees in job duties or company policies and house rules

MINIMUM REQUIREMENTS:

- Diploma in Business Management (NQF level 6) or studying towards a Business Management Diploma or NQF level 6 qualification
- At least 3 - 4 Years general experience pertaining to Financial Institution
- At least 1 - 2 Years experience in a leadership role
- Experience in Debt Collection will be an advantage

Education

Higher Diplomas: Business, Commerce and Management Studies (required)
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_

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