Team Leader at Old Mutual South Africa

Job Description

• The successful candidates manage daily operational (client service and or administrative) delivery within specific functional area. Delivers, maintains and enhances service / work standards and work quality via a team of administrative staff, within a given process/es. Manages an operational budget, employee well-being and morale and other people processes (such as Recruitment, Performance Management and Talent Management). Accountable for technical decision making of a function as well as management of work volumes / flow. Establishes and maintains client / customer relationships. Could take accountability for the implementation of a strand of an operational project. Extensive experience in day to day management. Manages between 5 and 25 administrative staff (could include some specialist staff).
• The Servicing business unit is a dynamic and fast-paced environment therefore candidates with high resilience will be best suited. This role also requires suitable numeric and verbal competence, which will be assessed.

Generic Key Result Areas:

Budget Control:

• Manages an operational budget.

Operational Delivery:

• Accountable for technical decision making within a specific functional area.
• Could take accountability for the implementation of a strand of an operational project.
• Extensive experience in day to day management.
• Manages daily operational (client service and or administrative) delivery within specific functional area.

Quality Assurance:

• Delivers, maintains and enhances service / work standards and work quality within a given process.
• Develops and maintains procedural documentation.
• Ensures daily processing complies with all appropriate product and legislative rules and requirements.

Relationship Building:

• Builds and manages external relationships.
• Establishes and maintains relationships with internal stakeholders.

Team Effectiveness:

• Accountable for others' time, task and output quality, for periods of up to 3 months.
• Balances own priorities with directing and motivating others.
• Coaches and mentors staff.
• Creates a climate for optimal performance.
• Guides and directs staff to achieve operational excellence standards.
• Individually accountable for customer/client service delivery through efforts of others, for periods of up to 3 months.
• Manages performance.
• Plans and assigns work over the applicable period.
• Responsible for day-to-day feedback and review of performance.
• Selects potential staff to sustain customer/client service delivery.

Qualifications and experience:

Role Requirements

• Matric or equivalent NQF level 4 qualification.
• Post Matric tertiary qualification NQF 5 and above (preferred).
• Lean/Process Optimization.
• Post matric qualification e.g. relevant Degree or 3 year National Diploma advantageous.
• Proven people management experience of 2 – 5 years will be essential.
• Working knowledge within a Call Centre environment, Call Centre workflow systems as well as back office processing will be advantageous.
• Knowledge and understanding of service level agreements (SLA) and cycle times would be advantageous.
• Knowledge of HR and IR practices will be advantageous.
• Ability to lead a team focused on delivering exceptional client services.
• Excellent communication (verbal & written) interactive skills.
• Strong interpersonal, persuasive, negotiation and presentation skills.
• Be able to work under pressure.
• A passionate team player that will coach and upskill their staff.
• Must display sound planning & organising skills.
• Able to display tact, diplomacy & empathy.
• Sound problem solving skills and ability to take ownership for problems.
• High stress tolerance levels.
• Adaptable to change within the organization.

Business Specific Key Result Areas:

• 3-5 years’ experience in Financial Services.
• Knowledge of Financial Markets in general.
• Operations experience i.e. Process optimization, efficiencies and Lean.
• Managing Quality.
• People Leadership (2-5 years’ experience)
• You must be able to work flexible start times (shift-work) Mon-Fri from 07h00-20h00 and Sat 08h00-13h00. This will be reviewed from time to time, based on business requirements.

Closing Date

13 February 2023