Job Description Dear Future, Team Leader The role requires you to supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflow Are you someone who can: Manage costs / expenses within approved budget to achieve cost efficiencies Engage with the customers in a professional way as specified in the service standards and ensure customers needs and expectations are understood in dealing with people processes Resolve all customer queries efficiently, and within agreed timelines regarding people enquiries Plan and develop learning schedule for both normal programmes and projects and submit learning schedule for review and approval Comply with governance in terms of legislative and audit requirements. Manage costs / expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions. Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members Proactive supervision of people to avoid customer breakdown by managing and resolving all customer queries efficiently, and within agreed timelines. Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information. Comply with governance in terms of legislative and audit requirements. Track, control and influence activities with the specific aim to increase and improve operational efficiencies. Collate, manage and report on daily / weekly / monthly operational progress as aligned to strategic objectives. Ensure appropriate skilling and adequate capacity of team members for the adherence to operational and service standards. Manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies. Manage personal and Team Management development to increase own skills and competencies for the Team Leader function and future Managerial growth opportunities You will be an ideal candidate if you: Have Matric Diploma or Degree Fluency in English and other South African languages would be ideal. Minimum 2 years experience as a team leader or a similar role in in an insurance contact centre environment, preferably Long-term Insurance Minimum 2 years experience as a Team Leader or a similar role in in an Insurance Contact Centre environment, preferably Long-term Insurance You will have access to: Opportunities to network and collaborate A challenging working environment Opportunities to innovate We can be a match if you are: Adaptable and curious Have a proven successful track record. Thrive in a collaborative environment Are you interested to take the step? We look forward to engaging with you All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties. Job Details Application Closing Date 31/05/24 All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties. Introduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match. Should you have any queries, please log it via MyQ . About Us Serving retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life. It has a market-leading app and a globally recognised rewards system in eBucks. FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report. FNB represents multiple opportunities for you to build an exciting and rewarding career. Especially if you want to change people’s lives, in an authentic, profound and sustainable way. #J-18808-Ljbffr