Job Purpose 

• The Team Leader Coach assists a high performing team of Bankers and manages monthly targets within SLA and sets a quality standard. The incumbent also facilitates and drives projects from initiation to completion as well as initiates and innovative solutions to gain efficiency.

 Key outcomes may include but are not limited to: 

• Leads, coaches and supervises a specialised client service team. 
• Provides updates reports to management.
• Presents new enhancements at forums.
• Networks and builds 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.

Special Conditions

• Shift work may be required

Work Experience

• At least 3 – 5 years working experience in a call centre environment
• Including 2-3 years experience in Banking
• 2-3 years Management experience as an advantage

Education 

• A bachelors degree 

Technical Skills or Knowledge

• Knowledge of Discovery Bank systems and the servicing 
• Advanced level of Microsoft Office
• High level command of English language
• Advanced writing skills
• Detail orientated (organized and systematic
• Persuasion skills
• Ability to prioritize
• Deadline driven
• Ability to be assertive in difficult situations
• Resilient
• Time management and planning
• Able to work under pressure
• Stress manageme
• Strong Project Management skills