337 Service Leader jobs in South Africa

Listing reference:

Listing status: Online

Apply by: 8 October 2025

Position summary

Industry: Wholesale & Retail Trade

Job category: FMCG, Retail, Wholesale and Supply Chain

Location: Potchefstroom

Contract: Permanent

Remuneration: Market Related

EE position: Yes

About our company

Clicks Group

Introduction

To ensure service excellence at the point of sale by ensuring fast and efficient customer service and point of sale (POS) operational activities.

Job description

Job Objectives:

• To efficiently direct and control all operational activities at the point of sale in a timely and efficient manner.
• To ensure the effective and safe management of stock and cash, minimising shrinkage and ensuring a high standard of general housekeeping and administration
• To ensure shop assistant / cashiers are trained, competent, motivated and directed to fulfill their duties whilst delivering service excellence at all times.
• To ensure sufficient staffing of the shop assistant / cashiers in line with the work schedule, company policies and labour legistation.
• To timeously and efficiently resolve all customer queries in line with the Company's policies.
• To drive the promotion of the Clicks clubcard in order to ensure the achievement of clubcard participation targets.
• To effectively manage stock by enforcing security measures, cash controls, returns policies and all other relevant administrative duties related to minimising stock losses and maximising security procedures at the point of sale.
• To deliver superior customer service by acting as a brand ambassador, being visible and offering a friendly and professional service.
• To support the Group's vision to be the customer's first choice health and beauty retailer by living and driving the company values.
• To maintain updated knowledge on products, ranges, promotions and events in order to provide the correct information to customers at all times.

Minimum requirements

Qualifications and Experience:

• Essential: Grade 12
• Desirable: Maths 50% and English 50% at grade 12 level
• Essential: Relevant Retail/Business Management qualification (External applicants)
• 1 years' experience in a customer facing role, overseeing the work of a number of employees within a retail/FMCG store operations environment
• Numeracy and stock management experience

Skills, Abilities and Job Related Knowledge:

• Understanding and application of financial management principles
• Retail/FMCG background and understanding of merchandising and promotions principles
• Knowledge of stock, cost, risk and compliance management procedures
• Knowledge of customer service excellence
• Knowledge of labour legislation and IR practices
• Knowledge of competency based interviewing
• Results and target driven
• Sound managerial skills
• Planning and organising skills
• Problem-solving skills
• Strong customer orientation
• Good communication skills
• Computer literacy
• Numeracy skills

Competencies:

• Leading and Supervising
• Delivering Results and Meeting Customer Expectations
• Relating and Networking
• Following instructions and procedures
• Working with people
• Analysing
• Planning and organising
• Coping with Pressures and Setbacks

Kindly note only applicants who meet the minimum requirements will be contacted.

We are committed to the principles of Employment Equity.

START DATE: 25/09/2025 (APPROXIMATELY)

Team Leader Associate - Customer Service (Chat Process)

YOU MUST HAVE A LAPTOP/PC FOR THIS ROLE. THE HOURS ARE 5 PER DAY + WEEKEND WORK. PAYMENT IS MONTHLY.

RWUK is a leading B2B technology and outsourcing service provider company based out of England providing business and technical expertise to the global online industry.

RWUK offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to support out clients.

Job Description

Key Responsibilities:

• Handling customer queries on Web Chat, E-mails and Social Media as per company procedure
• Deal with escalations from the Customer Service Chat Agents
• Actively participate in team meetings

Key Performance Indicators:

• Handle all queries in a polite, professional manner
• Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution Educate customers on services and processes
• Deal with escalations
• Ensure team hit agreed KPIs and Objectives
• Ensure team adhere strictly to shift schedules
• Adhere to laid down internal policies, procedures and processes Work collaboratively with the team

Qualifications

• Passionate about customer care
• Good typing skill
• Fluent in written and spoken English
• Must be time flexible and able to work in a rotational shift system including Public holidays and weekends
• Positive attitude
• Able to work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• Job Location: Remote (Anywhere in South Africa)

Job Type: Full-time

Pay: R69,68 per hour

Application Question(s):

• Do you have a Laptop/PC (MINIMUM 15.6INCH SCREEN) with Internet Access?
• Are you currently employed?
• Can you respond to at least 12 tickets per hour?

Experience:

• Customer service: 4 years (Required)
• Freshdesk or Gorgias or Zoho: 2 years (Required)

Language:

• English (Required)

Work Location: Remote

RESPONSIBILITIES:

• Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met


• Provide appropriate direction and dispute resolution for workplace problems


• Maintain service levels, key performance indicators and performance management


• Communicate & report accurate performance metrics to the respective department manager


• Always promote ‘Best Practice’


• Undertake required administration


• Monitoring of Agents through call listening and verifying of valid transfers.


• Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards


• Respond appropriately to discipline issues and maintain behaviour.


• Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrit

REQUIREMENTS:

• Grade 12 or NQF level 4 equivalent


• Literate in Microsoft Excel, PowerPoint, and Word


• Hands on experience with MS Office and MS Excel


• Attention to detail


• Excellent interpersonal skills

Service Team Leader

Requisition Number

Closing Date - 14 October 2025

Location-Khayelitsha

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Others (MO)

Job Purpose

To deliver outstanding client services; manage service capacity; deploy and move staff to meet servicing demand and to manage the Branch's administrative and services portfolio.

Job Responsibilities

• Nedbank Goals:
• Our goal is to be the best in client experience for our clients and make a real lasting difference for our clients.
• Identify and support service opportunities and collaborate with service teams across Branch types to inspire team to define and implement action plans to grow profit and market share through service interventions.
• Manage controllable expenses (i.e. overtime, stationery, telephone, traveling) within the agreed financial parameters.
• Client Engagement:
• Identify client's service needs and opportunities.
• Ensure service teams are prepared for client engagements and to improve client experience.
• Study client feedback reports from service teams and address/ action plan root causes with teams to achieve service excellence goals.
• Drive client experience aligned to the Nedbank brand pillars and Service excellence promise to Caringly connect and deliver value for our clients.
• Ensuring that the Branch meet the defined service standards and corporate image requirements.
• Educate clients to shift towards servicing through digital channels to provide them with convenient alternatives.
• Ensure compliment and complaint management.
• Explore client acquisition opportunities and drive quality leads or assist clients to open accounts via the Nedbank Money App where no advice is required.
• Walk the floor regularly during the day, greet clients and ensure that they are being serviced in line with Nedbank service principles and are visible and available to clients at all times.
• Manage capacity of service staff against client demand, real time.
• Monitor staff client ratings and implement corrective coaching where needed or celebrate great service behaviour.
• Risk and Ops:
• Manage operational activities as per the Branch Risk Observation Training Analysis (BROTA), Control Check list, branch cash holdings, Document Management Portal and compliance training.
• Manage cash related activities to reduce the operational and reputational risk.
• Monitor Risk and Compliance reports and act on key risk and non-compliance matters.
• Embrace workforce and queue management to ensure optimal store efficiency.
• Manage the security aspects of day to day risks.
• Ensure adherence to process mandates limits.
• Ensure all equipment is maintained and conduct checks to ensure all self service devices are operational.
• Lead:
• Participate in the preparation of business performance reports to engage management on a regular basis.
• Translate business goals into team and personal goals based on team roles and responsibilities.
• Ensure team is trained and compliant and have the necessary tools to deliver on their goals.
• Inspire the use of learning tools and identify development and growth opportunities for individuals and teams.
• Engage team on performance through regular performance discussions on personal and business goals and use creative means, brainstorm opportunities for continuous improvement to be more efficient in delivery and be more effective in meeting client needs.
• Be an example to team and others by bringing the Nedbank values and behaviours to life through own behaviour, practice and self-growth.
• Lead through coaching, mentoring, facilitating and inspiring teams and stakeholders.
• Ensure and lead consequence management, discipline and effective employee relations.
• Manage staff onboarding process for staff to become proficient, confident and knowledgeable.
• Ensure and lead consequence management, discipline and effective employee relations.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Diploma or Degree in Finance or banking related qualification

Minimum Experience Level

• 2-3 years people management experience in financial risk and process management
• Must have 3-6 years' experience in a client facing retail sales environment?

Technical / Professional Knowledge

• Coaching principles
• Nedbank policies and procedures
• operational procedures
• Change management
• Governance, risk and controls
• Problem solving skills

Behavioural Competencies

• Building Customer Relationships
• Decision Making
• Planning and Organizing
• Execution
• Customer Focus
• Coaching
• Delegation and Empowerment

-

Please contact the Nedbank Recruiting Team

Main purpose of the job
To support the business in driving the design, build and execution of the customer segment strategy and value propositions to achieve the business objective of targeted market share, profitability growth and a best-in-class client experience.

Client Engagement :

• Execute on the vision and overall customer segment strategy


• Provides strategic input into the customer segment strategy


• Provides insight in terms of optimising performance and profitability


• Develop mechanisms to obtain and provide feedback on customer insight


• Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards


• Ensure pre-emptive customer solutions.


• Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.


• Improve client service experience, create engaged clients, and facilitate organic growth


• Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.


• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.


• Handle complex and escalated client service issues


• Leverage deep functional expertise to the Service Experts in order to expand the client’s use of existing products and to identify new products offerings


• Build/maintain rapid channel of communication to client in case of service-related issues and events


• Represent the “Voice of the Customer”


• Create a culture of Customer/Client Centricity


• Ensure adherence to standard operating procedures in all engagements.


• Ensure follow up and follow through on all client queries


• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.


• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.


• Demonstrate the Oneplan Values and Culture in all engagements with the team.


• Leverage team success to drive all initiatives and experiences with clients.


• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.


• Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s queries from end-to-end to ensure a world class client service experience.


• Support cross functional work areas targeted to resolve issues raised by clients.


• Proactively gather client feedback to coach and mentor the Team.


• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).


• Ensures that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand offs, etc.)


• Analyses empirical customer data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.


• Understanding the competitor offerings and opportunities to differentiate.


• Responsible for the achievement of revenue and cost management objectives for Service


• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.


• Accountable for risk and compliance as it relates to Service.


• Ensures remediation of all audit findings for Service.

Leadership

• Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.


• Adopts the new ways of work culture and the creation of empowered teams.


• Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.


• Drives the company’s diversity and transformation objectives.


• Develops mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness

• Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.


• Complete accurate and timely administration records.


• Submit to the Manager of Customer Care all relevant reports, paperwork.


• Any additional responsibilities as required from time to time


• Ensure you and your team comply with company policy and procedures

Work collaboratively

• Build a culture of respect and understanding across the organisation


• Recognise outcomes which resulted from effective collaboration between teams


• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization


• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained


• Demonstrate consistent application of internal procedures


• Plan and prioritise, demonstrating abilities to manage competing demands


• Demonstrate abilities to anticipate and manage change


• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language


• Undergraduate/Postgraduate qualification in related field advantageous


• 4 – 6 years experience as a Team Leader in a Call Centre environment 

Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills


• Pc Literacy – In-depth knowledge of Word, excel, email and Internet 


• Have the ability to interpret business requirements and assist management in effectively running day to day operations.


• Actively participate in team meetings


• Ability to work in a team orientated environment and contribute in a positive manner


• Ability to meet deadlines within time constraints


• People management skills;


• Conflict handling skills


• The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward

Essential

• Evaluating Problems


• Investigate Issues


• Problem Solving


• Building Relationships


• Communicating Information


• Showing Resilience


• Adjusting to Change


• Giving Support


• Processing Details


• Structuring Tasks


• Driving Success


• Prioritise Client Experience

Behaviors

• Energy   


• Passion   


• Respect for others


• Honest and Fair


• Positive Attitude


• Client Focus


• Tenacity     


• Achieves Results

Leadership

• Demonstrate honesty and integrity


• Strive for Client Centricity


• Be agile and have the ability to adapt to change


• Build relationships and trust


• Be an agent of change


• Collaborative

Collinson is a global, privately-owned company focused on enhancing travel experiences. It serves over 400 million consumers through services in airport experiences, loyalty and customer engagement, and insurance.

It operates Priority Pass, the world's leading airport lounge and travel experience program, offering access to 1,500+ experiences across 650+ airports in 148 countries. Collinson partners with major global brands including Visa, Mastercard, American Express, British Airways, HSBC, and more.

The company is known for its innovative firsts, such as launching the first global VIP lounge program and direct travel insurance sales in the UK. With a team of 1,800+ employees, Collinson is committed to social responsibility, innovation, and delivering exceptional customer experiences.

Collinson Insurance Division

Strategic acquisitions, brand rationalisations and complete re-launches in the last 18 months have marked the start of an incredibly exciting period of growth and further investment within the Insurance capability for the group. A forward-thinking, customer-centric approach, coupled with innovative insurance and assistance solutions will deliver significant growth over the coming three years. Today, we have retail, wholesale, underwriting and operational interests in the UK, mainland Europe, Australia, South Africa, Hong Kong, Singapore and the USA.

We deliver white-label or co-branded solutions for Travel, International Health and Personal Accident as well as Ancillary Motor, Home Emergency and Dental cover. Our flexible approach means that we can provide solutions from capacity only to fully-supported and fulfilled partnerships. We work with the travel trade, financial services companies, affinity groups and internet businesses across the world and we believe our innovative approach helps businesses grow.

Purpose of the job

To lead and manage a team of front office agents, ensuring the consistent delivery of exceptional customer service across all contact channels, including voice, digital, and written communications. This role is accountable for driving both individual and team performance against key metrics that support a high-performing, industry-leading multi-channel contact centre.

The Team Leader will play a pivotal role in coordinating daily activities, aligning resources to meet service demands, and fostering a motivated, customer-focused team culture. They will also support continuous improvement initiatives and act as a key point of coordination

Key Responsibilities

• Lead, motivate, and manage a team of call centre agents to deliver outstanding customer service.
• Monitor team performance against KPIs (e.g. call handling time, customer satisfaction, quality scores) and drive continuous improvement.
• Provide regular coaching, feedback, and development opportunities to build a high-performing team.
• Manage team scheduling, adherence, and attendance to ensure optimal resource coverage.
• Collaborate with quality assurance, training, and workforce planning teams to improve agent effectiveness.
• Conduct regular team meetings and 1:1s to communicate updates, changes, and company goals.
• Identify trends and recommend process or system improvements.
• Foster a positive, inclusive, and accountable team culture.
• Act as a referral point for complex queries, complaints, and technical issues.
• Ensure all quality, regulatory, and procedural documentation is maintained and up to date.

Knowledge, skills and experience required

• Proven experience in a similar team leader or supervisor role within a medium size sales/service and claims call/contact centre.
• Experience managing multi-channel customer service environments.
• Strong people management and coaching skills with the ability to inspire and lead by example.
• Excellent communication and interpersonal skills.
• Data-driven with the ability to interpret performance metrics, take appropriate action and drive continuous performance improvement.
• Strong problem-solving abilities and a calm, customer-focused approach under pressure.
• Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Strong understanding of workforce management- forecasting and scheduling.
• Comfortable working in a hybrid and regulated environment.
• Demonstrates resilience

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

Sales and Service Team Leader - Durbanville

Location: Durbanville, Cape Town, Western Cape.

Closing Date

29 September 2025

Job Family

Sales and Service

Leadership Pipeline

Manage Others (MO)

FAIS Affected

FAIS Affected - Yes

Job Purpose

To deliver outstanding sales performance; manage branch/ market's sales objectives and staff sales capacity; to grow and maintain Nedbank client base and ensure branch/ market profitability.

Job Responsibilities

Nedbank Goals:

• Grow market share; ensure client acquisition, retention and cross-selling of bank products.
• Support the achievement of the business strategy, objectives and values.
• Achieve entrenched sales objectives and targets for branch/ market.
• Manage all sales related leads efficiently and timeously .
• Ensure branch/ market operational effectiveness through the uptime of all devices in Self-service, Phygital and Semi-assisted zones; the Automatic Teller Machines/ Intelligent Depositors and the Self-Service Kiosks.
• Drive needs-based selling through the sales staff.
• Identify and communicate sale opportunities and collaborate with sales and service teams across Small and Digi store types to inspire team to define and implement action plans to grow profit and market share.
• Drive client acquisition and increase digital market activity across the community.
• Monitor community growth and business profitability reports, address gaps and ensure momentum to meet objectives.
• Achieve market profitability targets by applying profitability levers and driving increased digital sales and activity.
• Manage controllable expenses (i.e. overtime, stationery, telephone, traveling) within the agreed financial parameters.
• Ensure engaged, cared-for and focused employees.

Client Engagement:

• Ensure best rated (#1) in client service and satisfaction.
• Ensure direct report team deliver world class service by effective use of client experience measurement tools.
• Entice clients to digital and self-service and ensure digital adoption.
• Ensure that clients shift to self-service and digital channels.
• Understand client needs and deliver great client service to ensure client satisfaction.

Risk & Operations:

• Ensure compliance to operational and legislative requirements.
• Achieve minimum performance on Risk & Compliance audits.
• Ensure all compliance on mandatory training is completed timeously.
• Ensure Key Individual (KI) FAIS responsibilities are executed as per compliance guidelines.
• Achieve regulatory compliance objectives for FAIS, AML, FATCA, TCF & POPPIA.
• Achieve effective BROTA compliance.
• Manage Frauds and Losses for Branch/ market.
• Ensure Banking Hall complies with OHASA standards.
• Ensure adherence to process mandates limits.
• Ensure all equipment is maintained.
• Manage AML sustainability objectives.
• Achieved the required standards for monitoring assessments.
• Manage all Operations Housekeeping standards.

Lead:

• Ensure team is trained and compliant and have the necessary tools to deliver on their goals.
• Inspire the use of learning tools and identify development and growth opportunities for individuals and teams.
• Engage team on performance through regular performance discussions on personal and business goals.
• Drive Nedbank culture by bringing the Nedbank values and behaviours to life through own behaviour, practice and self-growth.
• Lead through coaching, mentoring, facilitating and inspiring teams and stakeholders.
• Ensure and lead consequence management, discipline and effective employee relations.
• Manage and track staff performance and apply corrective action where applicable.
• Manage staff leave requirements.
• Manage staff on-boarding process for staff to become proficient.
• Build trusting working relationships with subordinates, managers and support departments through regular engagements.
• Manage staff resources to ensure team efficiency, productivity and full participation.

Minimum Experience Level

3 - 4 years Sales and service banking experience.

Preferred Qualification

An approved FAIS qualification (i.e. Banking or Sales)

Essential Qualifications - NQF Level

• Diploma

Technical / Professional Knowledge

• Relevant regulatory knowledge
• Customer service principles
• Staff resource planning
• Change management
• Governance, Risk and Controls
• Nedbank policies and procedures

Behavioural Competencies

• Coaching the Sales Team
• Delegation and Empowerment
• Motivating the Sales Team
• Creating a Culture of Trust
• Building Customer Relationships
• Guiding Sales Transformation
• Broadening Business Value

-

Please contact the Nedbank Recruiting Team

TEAM LEADER- RETAIL CLIENT SERVICE:

Looking for an aspiring leader for our role of Retail Client Service Team Leader

ROLE DESCRIPTION:

We are looking for an exceptional aspiring leader to join our Retail Client Service Centre as a Team Leader. In this role you will be instrumental in our pursuit of servicing excellence, ensuring seamless daily management of our environment and driving the highest level of service delivery. Are you ready to take charge, inspire a team, and make a lasting impact?

DUTIES AND DAILY RESPONSIBILITIES:

• Daily management of all operational aspects of the environment
• Ongoing support, mentoring and coaching of existing and new Client Relationship Managers (CRMs)
• Monthly evaluation of CRM calls and CRM emails against Sygnia servicing standards
• Daily monitoring of and addressing client survey results, with aligned CRM coaching and development plans
• Identify and address all CRM training needs as well as the implementation of monthly knowledge assessments
• Design and implementation of work methods that will ensure the continuous enhancement of service delivery
• Monitoring and measurement of client satisfaction
• Facilitate process and system enhancements
• Team resource planning
• Facilitate and guide personal growth and development of CRMs
• Monitoring and management of team performance and quality metrics
• Analysis of servicing related errors and revision of risk controls
• Fostering and maintaining a positive team culture
• Ensure workloads are managed and cleared in accordance with SLA
• Team performance appraisals
• Assisting with recruitment, candidate selection and building a strong pipeline of CRMs
• Dealing with elevated client queries and escalations
• Daily stats and environment reporting
• Engagement with service providers to enhance CRM systems and resolve any malfunction
• Collaborate with Retail Team Leaders to propel an efficient Retail operation
• Engage with all Retail Teams to promote and encourage further progression of Retail culture

ROLE QUALIFICATIONS AND EXPERIENCE:

• Experience in the Linked Investment Service Provider (LISP) environment administration is preferable
• Atleast 1-year experience in Client Servicing
• Exposure to senior Specialist role-based tasks is advantageous (e.g. mentoring and training team members, coaching for quality enhancements within the team
• Experience in the following Financial Services industries is an advantage:
• LISP
• Collective Investment Schemes
• Retirement Funds
• Linked Life Companies
• Exchange Traded Funds (ETFs)
• BCom or equivalent undergraduate degree / diploma is preferable
• Advanced Excel skills

COMPETENCIES REQUIRED:

• Ability to lead, motivate, develop, and inspire people
• Exceptional interpersonal skills
• Excellent verbal and written communication skills
• A strategic client-focused mindset
• Ability to build sustainable business relationships
• Strong organizational skills – a passion for getting things done quickly and correctly
• Innovative with strong problem-solving capability
• Self-motivated and proactive
• Ability to manage multiple projects while prioritizing work assignments
• Strong attention to detail

Job Description

To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service

• Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work
• Drive sales across product and campaign initiatives to exceed set targets
• Deliver customer experience excellence aligned to Organisational values and service standards
• Build professional long-term relationships with customers based on trust that builds the brand
• Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service
• Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application
• Provide customers with relevant information to keep them informed of products and service options
• Ensure full understanding of customer needs to deliver a quality service
• Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
• Communicate how customer service solution will be implemented and secure buy-in
• Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
• Ensure resolution of customer queries and complaints timeously and ownership of issues
• Analyse customer feedback to help improve customer service Propose ideas to improve customer service
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
• Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management Manage the growth of active customer account base
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
• Ensure implementation of relevant policies, governance and practice standards across the business
• Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements
• Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes
• Develop an understanding of risks and risk management approaches
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks
• Educate others and make suggestions for improvements
• Network and participate in specialist risk forums where required
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
• Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
• Understand competencies and skills required for own and employee's development and performance
• Identify development needs and select effective solutions to address own and employee development needs
• Ensure that each employee prepares a personal development plan that is implemented and reviewed as required
• Provide on the job coaching and guidance
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared
• Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies
• Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement
• Manage team delivery against goals in the area of responsibility
• Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures
• Participate in Talent Management practices and processes in line with HR policies and procedures
• Implement employment equity plan targets in all recruitment and employee movement activities
• Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback
• Ensure skills are transferred to specific functions
• Ensure conflict resolution and respond to complaints or concerns
• Set relevant stretch goals for team and motivate achievement

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

07/10/25

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.