Team Leader

Team Leader

30 Jun
|
Standard Bank
|
IGauteng

30 Jun

Standard Bank

IGauteng

Gauteng



Overview



Job ID:



49406



Job Sector:



Banking



Country:



South Africa



Region/State/Province/District:



Gauteng



Location:



Simmonds



Job Details



Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.



Job Purpose



- To assist the Manager, Debt Review to achieve execution excellence through managing the Debt Review operational processes end-to-end and in accordance with the organisational and industry strategies; rules and regulations. To assume full responsibility, management and control of all people and activities within the functional area.

- To lead, upskill, coach,





and support the team toward achieving departmental goals and objectives and focusing on internal and external customer service



Key Responsibilities/Accountabilities



Serve the client





- Understanding the business unit strategy and annual operating plan in order to provide and communicate accurate and relevant information to team members

- Consistently communicating business requirements through regular team interactions

- Ensuring all team members are business advocates are aligned with the CRR vision and purpose (promotes image and brand of Standard Bank)

- Monitors and manages the performance of team members, as it relates to leads, customer first queries, ad-hoc queries etc. and complaints management in line with business unit TAT.

- Monitors quality of work actioned by Debt Review consultants

- Tracks and monitors teams’ regulatory compliance against business standards

- Identifies, issues and gaps and mentors and coaches on best practice

- Ensures that the team is enabled to perform by:



o Guiding the teams thinking and understanding so that customer experience is brought through, in terms of what must be achieved and what it means to meet customer needs.

o Measuring the team against performance and purpose.

o Providing the necessary work instructions / guides that are easy to follow.

o Constantly evaluating whether the system supports optimal performance in order to drive changes where this is not the case.

o Determining whether individuals have sufficient knowledge and attributes to do the work and by facilitating the right interventions to address any gaps.





Deliver consistent operational excellence



- Engages with team members on business unit strategy, updates or changes in a timeous manner

- Complete attendance tracking, payroll and reporting administration

- Implements improvement initiatives as directed by the business

- Maintains good working relationships within the business (i.e. Complaints and Resolution, HR, L&D; etc.)

- Maintains and interprets MIS dashboards/scorecards to manage team’s performance

- Ensures updates or amendments of customer information and history notes are accurately captured

- Manages work list queues to ensure items are actioned within agreed timelines, and/or staff are re-assigned to different queues to ensure that work is completed within agreed timelines

- Ensures staff are appropriately reflected on the organisational structure for distribution of work items to the correct staff/teams



Rigorous control environment



- Uses, applies and implements risk measurements, risk management systems, processes and policies within the business

- Proactively identifies operational deficiencies, adverse trends and manages risk within the team

- Appropriately report all operational risk (i.e. boundary events, potential fraud) to Senior Manager/Risk and Compliance/Loss Control/ relevant stakeholders

- Understands and dynamically applies appropriate Business Continuity Management (BCM) when called for

- Consistently completes and manages all compliance training and all mandatory training

- Ensure compliance with all HR & IR processes and procedures (disciplinary procedures, Perform to Grow, staff files etc.)



Inspire engaged people through coaching and accountability

Creates and develops a high performing team in line with Standard Bank’s values:





- Recognises individual and team achievements

- Proactively manage misconduct, below standard performance and poor customer experience through the relevant HR principles and guidelines

- Focuses on team development and constructive performance feedback using coaching approach

- Promotes talent development through skill and career planning

- Recruitment, on-boarding, upskilling and retention of staff

- Treat all individuals equally, fairly, with dignity and respect

- Ability to identify, manage and appropriately escalate employee wellness related matters

- Is involved with setting individual targets and measures and manages performance of team

- Identifies and supports training needs

- Be a leader in line with the Bank’s values, behaviours and ethics

- Upskills and coaches the team on how to continuously deliver successfully, getting it right the first time.

- Coaches the team by unlocking people’s potential, to create high awareness, optimise learning and allows the team to take responsibility to meet business goals. This is done by applying the tools of coaching (by using the performance formula to diagnose performance gaps) against the game plan, and incorporating meta skills into the coaching conversation.

- Collate information, using various practises through “In the moment Coaching” and Formal Coaching on the GOC system. Capturing of the coaching conversations will assist with tracking the progress of the team in order to contribute to the development of management information for the department.

- Upskills and coaches the team how to analyse data and information in order for them to develop and apply self-correcting action where applicable, to enable constant fulfilment of customer demand. This is done by extracting data to highlight a problem, and then to facilitate a discussion with the team in order to allow the team to develop their own solutions through a path of self- discovery by asking the team relevant guiding questions and providing clarity. This is done to create awareness and understanding to assist the team to shape their own opinions so that they feel empowered.

- Upskills and coaches the team on how to facilitate group meetings, using forums such as calibrations, in order to contribute to collective learning and growth for individuals and teams.

- Upskills and coaches the team on how to update capability boards and MIS (eg. Productivity Tracker, in order to maintain an accurate database to assist leaders



System Access Administration





- Assigns users to the organisation structure

- Adds/removes user access

- Re-sets passwords

- Logs Team Track requests for all hardware and telephony related problems



Preferred Qualification and Experience



- Matric

- Diploma

- Degree

- Personal and Business Banking

- Sales and Service ,1-2 Years exp

- Internal to SBSA : 6 months exposure of leadership aligned to Personal Development Plan. External to SBSA: 2 years’ experience in leading a team.

- 3-4 Years Exp in Debt Review / Customer Credit / Collections



Knowledge/Technical Skills/Expertise



- Personal and Business Banking

- Sales and Service ,1-2 Years exp

- Internal to SBSA : 6 months exposure of leadership aligned to Personal Development Plan. External to SBSA: 2 years’ experience in leading a team.

- 3-4 Years Exp in Debt Review / Customer Credit / Collections





Technical Competencies





- Ability to manage the Inbound Contact Centre

- Electronic Communications and Devices

- Verbal Communication

- Legal Knowledge

- Applications: Microsoft Office Suite

- Ability to manage a contact centre,

- Read and interpret stats,

- Understand the impact of specific contributors towards achieving SLA,

- Ability to use resources to ensure capacity meets customer demand.

- Ability to fully understand the data available through call stats to determine the flow of business within Debt Review.

- Ability to resolve customer escalations without difficulty and aligned to the goals and vision of the business.

- Applies concepts without requiring supervision,

- Must be able to provide technical guidance when required

- Customer Relationship Management





PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to [email protected]

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