Finance: Frontline and Performance Team Leader

**Job ID**:15217**Position Type**:Full-Time**Job Function**:Human Resources & Training**Workplace Type**:
**Division**:TFG Human Resources**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
**Purpose of job**

The Frontline and Performance Team Leader is responsible for the day to day managing of Finance and Non-merchandise procurement Frontline service team.Administration and management of processes, SLAs and performance of the service management systems and tools used to deliver our services.

This role will be responsible for assisting the Service Manager with the development of service level agreements. This entails monitoring and evaluation of SLA breaches, customer queries and reports, identifying themes and providing recommendations for business improvement. Managing escalations, breaches and quality issues highlighted by customers and ensuring expedited resolution, review of root cause and formulating and influencing changes to processes and or individual department performance to ensure continuous improvement.

The Frontline and Performance Leader is responsible for ensuring accurate assigning of Service requests and capturing of mandatory information thereby assisting efficient and timeous resolution of requests across the Fuse.This includes rendering first line administration support across the spectrum of the financial services.

This role will lead a Finance Services team to deliver operational excellence and ensure efficient and effective service delivery according to defined Service Level Agreements in a high-volume Shared service environment. The role will interact with internal and external customers (employee and business).

**Key Performance Areas**
- Proactively monitor and communicate potential SLA breaches to relevant managers;
- Evaluate customer (employee) complaints and escalate to the correct individual for quick resolution;
- Investigate root cause of SLA breaches and advise on recommendations for correction;
- Monitor and ensure team is delivering within SLA by assigning requests accurately as per relevant guidelines;
- Monitor Standard Operating Procedures and prepare reporting on queries or deviations where required;
- Provide feedback to the Service Manager for continuous improvement;
- Monitor and track service level agreements;
- Conduct a gap analysis and identify development areas in the service management processes and systems;
- Conduct research to identify best practice service management frameworks;
- Update and document policy and procedure changes within the governance model;
- Following consultation, amend service levels for customers/parties;
- Conduct research and analysis to identify gaps in current processes & delivery;
- Identify themes and recommendations for improvement;
- Assist the Service Manager to develop optimisation initiatives to maximise process outcomes at TFG;
- Ensure effective planning of frontline workforce modelling to ensure Frontline is optimally resourced to deliver on SLA guidelines;
- Monitor and communicate adherence to workforce schedules;
- Conduct QA samples and communicate trends and corrective action for non-compliance by Frontline to Service Manager and Frontline team;
- Provide data on team and individual productivity within Fuse and Frontline Services to Relevant Managers.

**Job Requirements**:
**Skills and attributes**
- IT Skills and managerial experience within a service delivery and management environment.
- Good interpersonal and communication skills
- Strong verbal reasoning skills
- Strong analytical reasoning skills
- Knowledge of service management practices
- Driven by a customer centric approach with a high service delivery mindset.
- Ability to work under pressure
- Agility
- Problem solving abilities

**Experience**
- 5 years functional experience in service management and 3 - 5 years managerial experience
- Knowledge of business optimisation is an advantage
- Experience working in a Financial shared service is an advantage

**Qualification**
- Business Management or relevant Degree advantageous