Team Leader – Servicing (Pinelands) needed at Old Mutual South Africa

Role Overview:

The servicing area is a new setup comprising of a centralized contact centre, processing and specialist capability working across market segments to assist customers. Establishing a culture, way of working, quality and experience standards for the team will be required. The ideal candidate will be able to work with unknowns and changing processes as technology is implemented and tested.

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.

Key Result Areas:

Budget Control:

• Manages an operational budget.
• Identifies opportunities to reduce expenses (short, medium term) through innovation, process enhancement and improvement.

Operational Delivery:

• Manages daily operational (client service and or administrative) delivery within specific functional area against agreed targets of productivity, SLA, cycle time, quality and experience.
• Produces reports regarding the output and delivery of the team against targets and standards.
• Manages employee well-being, morale of staff and other people processes (such as Recruitment, Performance Management and Talent Management).
• Problem solving and resolution of escalations and complaints.
• Accountable for technical decision making within a specific functional area.
• Recommends and drives system and process enhancements.
• Takes accountability for the implementation of a strand of an operational project.
• Clear focus on execution and delivery.

Quality Assurance:

• Delivers, maintains and enhances service, work standards and 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 and customer relationships.
• Establishes and maintains relationships with internal stakeholders and works collaboratively within a team.

Team Effectiveness:

• Individually accountable for customer/client service delivery through efforts of others, for periods of up to 3 months.
• Balances own priorities with directing and motivating others.
• Coaches and mentors staff.
• Guides and directs staff to achieve operational excellence standards, creating a climate for optimal performance.
• Manages performance in adherence with internal procedures.
• 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.

Requirements: Skills, Qualifications and Experience required :

• Matric or equivalent NQF level 4 qualification with Maths essential.
• Post Matric/tertiary qualification NQF 5 and above essential.
• 3-5 years’ experience in Financial Services essential.
• Proven people management experience of 2 – 5 years will be essential.
• Knowledge of Human Capital and Employee Relationship practices 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), cycle times, quality and experience measurements would be advantageous.
• Experience working within an Agile environment 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 with high stress tolerance levels.
• 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.
• Adaptable to change within the organization.

You must be able to work flexible start times (shift-work) Monday – Saturday from 07h00-22h00. This will be reviewed from time to time, based on business requirements.

Competencies :

• Collaboration (Relating)
• Customer First
• Execution
• Innovation (Perspective)
• Leading with Influence
• Personal Mastery (Learning)
• Strategic