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    Senior Financial Services Team Lead - Cape Town, South Africa - TFG Financial Services

    TFG Financial Services
    TFG Financial Services Cape Town, South Africa

    4 weeks ago

    Default job background
    Full time
    Description

    **Job Summary**

    A challenging position exists within the Financial Services Call Centre for a self-motivated and assertive individual to lead, manage and coach a team of supervisors in a fast-paced and dynamic working environment.

    This individual should be dynamic, proactive, and display exceptional operational leadership skills.

    Key Responsibilities:

    • Manage monthly targets and KPIs to meet agreed deliverables
    • Maintain and enhance the portfolio compliance standards and legislative requirements
    • Maintain adherence to agreed quality benchmarks
    • Ensure all strategies are effectively implemented, monitored, and maintained
    • Optimize people management to produce maximum productivity
    • Identify gaps and opportunities for improvement
    • Drive employee recognition and motivation
    • Optimize the portfolio's productivity as needed
    • Manage relationships with relevant business stakeholders
    • Enhance management reporting as a performance analysis tool
    • Resolve all escalated queries effectively and efficiently
    • Ensure people management processes are utilized as needed
    • Deliver on all administrative tasks timeously and accurately

    Requirements:

    • Call centre leadership experience (3-4 years)
    • A management-related qualification (advantageous)
    • To seriously commit to continuous learning (products and processes)
    • 2 years' experience managing team leaders
    • Exceptional analytical and decision-making ability
    • Strong numerical, problem-solving, and administrative skills
    • Excellent business communication skills
    • Proven experience in people management
    • Ability to work under pressure and multitask to meet targets
    • Excellent time management, planning, and organizational skills
    • To engage and influence relevant stakeholders on projects/initiatives
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