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IT Operations Team Leader

2 months ago

Sandton, South Africa FirstRand Bank Limited Full time

Job Overview

As an IT Operations Team Leader, you will be responsible for overseeing the distribution and quality of tasks within your designated area. Your role will include:

  • Leading and managing team performance to ensure optimal results.
  • Identifying and addressing training and development needs for team members.
  • Ensuring adherence to established processes and procedures by the Operational Specialists.
  • Conducting Call Quality Management (CQM) through random sampling for monitoring purposes.
  • Managing ongoing service delivery for the client portfolio.
  • Handling daily client service requests efficiently.
  • Enhancing client satisfaction through proactive service and effective communication.
  • Striving to improve metrics such as BMI, consult (Buzz), and Voice of the Customer survey outcomes, while aiming to exceed service standards.

Additional Information

All recruitment will align with FirstRand Group's Employment Equity plan, promoting the inclusion and advancement of individuals with disabilities. Candidates are encouraged to voluntarily disclose any disability information, which will be treated confidentially unless legally required to share.