Technical Team Leader

2 weeks ago

Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time
Job Description

Job Title: Technical Team Leader

Job Summary: We are seeking a highly skilled Technical Team Leader to join our team. The successful candidate will be responsible for leading and developing a team of technical resources that provide operational project and technical support.

Key Responsibilities:

  • Provide expert advice and support in practice formulation and associated best practice improvements.
  • Lead and develop a team of technical resources.
  • Monitor costs for the financial year according to the operational plan.
  • Allocate and approve expenditure.
  • Review cost reports and resolve or explain 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 the area of responsibility.
  • Research and design a longer-term financial resource requirement plan for the area of responsibility.
  • Present the business case to motivate for financial resources.
  • Analyze and develop implementation plans against the forecasted financial budget.
  • Develop tactical budget for the area of responsibility that minimizes expenditure and manages costs.
  • Control the budget for the area, including the authorization of expenditures and implementation of financial regulations.
  • Deliver customer experience excellence aligned to Organizational 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.
  • Deliver service that exceeds customer expectations through proactive, innovative, and appropriate solution selection and application.
  • 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; Organizational values and service standards.
  • Communicate how customer service solutions will be implemented and secure 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.
  • Analyze 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 provide work support.
  • Ensure compliance with relevant statutory, legislative, policy, and governance requirements in the 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 the organization and review in response to audit findings and changes.
  • Develop an understanding of risks and risk management approaches.
  • Implement and provide input into the development of governance and compliance procedures and processes within the area of specialization and identify risks.
  • Educate others and make suggestions for improvements.
  • Network and participate in specialist risk forums where required.
  • Implement, monitor, and control business processes according to quality standards; policy; and compliance and governance requirements in the 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 minimize redundancy.
  • Monitor customer feedback reports and align processes to maximize efficiencies.
  • Provide input into the development of the business 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 all recruitment and employee movement activities.
  • Manage performance of employees by clearly defining goals and objectives and providing direction, coaching, and regular feedback.
  • Ensure skills are transferred in specific functions.
  • Ensure conflict resolution and respond to any complaints or concerns.
  • Set relevant stretch goals for the team and motivate achievement.
  • Participate and contribute to a development culture where information regarding successes, issues, trends, and ideas are actively shared.
  • Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies.
  • Participate in specialist communities of practice and contribute positively to own and organizational knowledge improvement.

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