Team Leader (UK Financial Services - Complaints)
Overview
We are looking for a Team Leader with the right talent and skills to lead our teams in Durban.
Requirements
- National senior certificate-Grade 12
- 2 years Team leader experience within complaints – UK Financial Services
- Understanding of Business processes & policies
- Planning
- Leadership
- Analytical
- Conflict resolution
- Strong communication
- Goal/ Target Orientated
- Self-managed
- Coaching
- Developmental
Responsibilities
- Managing Performance and achievement of team KPIs
- Leave/ Absence management ensuring required resourcing is available as per SLA
- Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols
- Maintains team Motivation
- Rewards & Incentives are planned and implemented on an ongoing basis
- Ensure that the employee experience is consistent with the HW culture
- Ongoing coaching provided to the advisors
- Regular call listening
- Monthly 1-1s with team members
- Identify and nurture top talent within the team
- Identify skills / knowledge gaps and independently address or escalate for assistance
- All necessary reports are completed in line with department schedule / client requirements
- Drive change initiatives ensure it has the desired outcome within your team
How to apply
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