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Team Leader

2 weeks ago

Johannesburg, South Africa FirstRand Full time

Job Description

To manage the portfolio of non-performing loans and certain watchlist accounts that are identified as extremely high risk exposures requiring additional focus and aim to reduce the impairment losses and maximise recoveries and close files in the minimum space of time

Team Management and Leadership
- Lead and manage a team of administrators, ensuring they are motivated, engaged and meeting performance targets.
- Provide regular coaching and feedback to team members to improve their skills and performance.
- Conduct performance appraisals and develop individualized development plans for their team members.
- Encourage team to cross skill and multi skill so that both the business and the people can benefit.
- Create a positive culture within your team that will make people feel safe/free to work with you in improving employee experience.

Customer Service Excellence
- Ensures that the team consistently delivers high quality service to customers, adhering to the bank’s service standards and protocols.
- Handle escalated customer queries and complaints, ensuring timely and satisfactory resolution.
- Monitor complaints and escalations and implement strategies to improve customer satisfaction

Operational Service Delivery
- Oversee daily operations to ensure efficient workflow, productivity and service delivery.
- Manage resource planning to ensure that there is adequate staff coverage to meet service demands.
- Ensure compliance with all bank policies, procedures, and regulatory requirements.
- Proactively raise operational inefficiencies in processes by identifying gaps and working hand in hand with the Operational manager and/or direct reports to create efficiencies.

Performance Monitoring and Reporting
- Track and analyse team performance KPIs.
- Prepare and present regular reports on team performance to management.
- Identify trends and areas for improvement and implement action plans to address them.
- Manage an average of 15 people.

Stakeholder Management
- Build and maintain strong relationships with internal stakeholders to ensure service delivery is met.
- Facilitate effective communication with external stakeholder (Vendors/Agencies)
- Collaborate with other team leaders within the business to share best practices and address common challenges.

Additional Experience:

- Excel (intermediate
- advanced) skills
- PowerPoint skills
- Presentation skills
- 1-2 years Team Leader experience,
- Hogan & Sigma navigation
- Commercial banking experience
- KYC knowledge will be an advantage.
- For RAF- Relationship banking experience will be an advantage

Adhoc requirements:

- 5-day work week (CRS),
- 6-day work week (Account opening & RAF),
- Upon business request, you will be required to work weekends (CRS),
- Hybrid work (Office based, 2-3 times per week),
- Desk performance reporting: daily, weekly, and monthly.

Team Management and Leadership
- Lead and manage a team of administrators, ensuring they are motivated, engaged and meeting performance targets.
- Provide regular coaching and feedback to team members to improve their skills and performance.
- Conduct performance appraisals and develop individualized development plans for their team members.
- Encourage team to cross skill and multi skill so that both the business and the people can benefit.
- Create a positive culture within your team that will make people feel safe/free to work with you in improving employee experience.

Customer Service Excellence
- Ensures that the team consistently delivers high quality service to customers, adhering to the bank’s service standards and protocols.
- Handle escalated customer queries and complaints, ensuring timely and satisfactory resolution.
- Monitor complaints and escalations and implement strategies to improve customer satisfaction

Operational Service Delivery
- Oversee daily operations to ensure efficient workflow, productivity and service delivery.
- Manage resource planning to ensure that there is adequate staff coverage to meet service demands.
- Ensure compliance with all bank policies, procedures, and regulatory requirements.
- Proactively raise operational inefficiencies in processes by identifying gaps and working hand in hand with the Operational manager and/or direct reports to create efficiencies.

Performance Monitoring and Reporting
- Track and analyse team performance KPIs.
- Prepare and present regular reports on team performance to management.
- Identify trends and areas for improvement and implement action plans to address them.
- Manage an average of 15 people.

Stakeholder Management
- Build and maintain strong relationships with internal stakeholders to ensure service delivery is met.
- Facilitate effective communication with external stakeholder (Vendors/Agencies)
- Collaborate with other team leaders within the business to share best practices and address common challenges.

Additional Experience:

- Excel (intermediate
- advanced) skills
- PowerPoint skills
- Pr