Team Leader Coach- Client Engagement - Sandton, South Africa - Discovery Ltd.

Discovery Ltd.

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Unit:
Discovery Bank
Function:Client Service
Date:12 Mar 2024
About Discovery

Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fastpaced and dynamic environment enables smart, selfdriven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Bank
Discovery Bank is a bank like no other a sharedvalue bank, designed with our clients in mind. We're all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you're adaptable, a problemsolver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that's safe and nurturing.

Key Outcomes may include but are not limited to:

The
Team Leader Coach will lead, guide and coach the Client Engagement team and ensuring that they provide excellence service, quality, and delivery of business objectives. The purpose of the team is to ensure that all clients called become more engaged in the criteria set forth by the Client Engagement Analytics team as well as manage the conservation of certain cohorts of clients. The calls made by the team are Welcome calls and engagement calls. The incumbent also facilitates and drives projects from initiation to completion as well as initiates innovative solutions to gain efficiency.
Areas of responsibility may include but not limited to
Analyzing daily data to support business continuity and improvement of staff.
Manage staff members.
Leads, coaches, and supervises a specialized team focusing on getting clients engaged in the bank's products.
Daily/weekly and monthly reporting to the relevant business areas
Managing and tracking targets to ensure that they are met.
Provides updates reports to management.
Track and trends behaviours of staff in relation to performance
Presents new enhancements at forums.
Networks and build relationships.
Delivers results and meets customers' expectations.
Facilitates team outputs and delivery ensuring the highest standard of delivery.
Coordinates projects for team and business and leads project meetings when required.
Drives operational deliveries and maintains efficiencies within the team.

Personal Attributes and Skills

Takes initiative and works under own direction
Initiates and generates activity and introduces changes to work processes
Leads, motivates and empowers others
Provides staff with development opportunities and coaching
Sets appropriate standards of behaviour
Managing of targets and efficiency tracking
Builds team spirit and reconciles conflict
Relates well to people at all levels
Produces new ideas and solves problems
Works strategically to realize organizational goals
Manages time effectively
Sets clearly defined objectives and produces quality work
Monitors and maintains quality and productivity
Works in a systematic, methodical and orderly way
People survey and builds rapport
Takes account of a wide range of issues across and related to the organization
Works productively in a pressurized environment
Accepts and tackles demanding goals with enthusiasm

Education and Experience

Required:

Matric with Mathematics/Accounting
Bachelors Degree
At least 18 months Call Centre experience
Previous experience as a Team Leader in a retentions/ sales/ servicing environment
FAIS accreditation

Preferred:

Discovery Bank Product Knowledge
At least 12 months Discovery Bank Experience
EMPLOYMENT EQUITY

The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.