Team Leader Administration - Johannesburg, South Africa - FirstRand

FirstRand
FirstRand
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description
About us, purpose, experience and qualifications


about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing


purpose:


  • Manage allocation and quality of work within area of responsibility

experience and qualifications:


  • 3 Year industry related Degree.
  • 3 Years post graduate experience in related financing and or banking

additional requirements:


  • 3+ years' experience in managing a team in a Financial Institution essential.
  • Attend to Escalations
  • Manage team workflow

responsibilities:


  • Supervision and performance management of the team.
  • Driving team training and development needs.
  • Will be responsible for the management of the core processes and ensuring that the correct procedures are applied and transactions/procedures are processed and followed by the Operational Specialists.
  • Call Quality Management (CQM) of random sampling for call monitoring for the Industry.
  • Ongoing service management of the Industry client portfolio
  • Responsible for the management of daily client service requests.
  • Responsible for proactive client service and satisfaction, through direct personal action or referral to alternate sources.
  • Responsible for improving the BMI, Consult (Buzz) and Voice of the Customer survey results and exceeding predetermined service standards.
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