South Africa
TEAM LEADER
Agency name:
Standard Bank Careers and Employment 
Industry:
Business & Management
Career level:
Mid-level
Employment type:
Full time
Job location:
Queenstown, Queenstown
Salary offered
R 24 001 to R 36 000
Requirements
Education:
Specialist's Degree
Experience:
0-2 years
Languages:
Afrikaans, English
Driving license:
No
Job role
Job Purpose
POR Leader that looks after Cash and Universal Bankers and / front of house.
Builds and develops resources and environments to enable the team to achieve its desired vision.
Responsible for the facilitation of a team’s outcomes.
Facilitate the process of removing obstacles.
Accountable for a team in a POR and / a POR.
The team consists of : Universal Bankers level 1 and /, 2 and / 3; and / or Consultant, Cash and / Team Leader, Cash; and / Team Leader, Universal Banker and/ Client Liaison Officer
Key Responsibilities/Accountabilities
Determine customer requirements:
Ensures that the team(s) attend to customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how).
Ensures that the team(s) take ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
Takes customer demand to understand what matters to customers.
Meet customer expectations:
Continuously coaches team(s) on system conditions that could hinder business and / or individual performance.
Enable a learning environment where the team(s) skills are matched to customer demands.
Ensure that customers complaints are resolved effectively within the prescribed timelines.
Ensures that the team(s) are appropriately reflected on the Bank’s systems to enable the correct flow of work.
Assists with customer escalations, complaints and queries.
Create the ability to act on failure demand and resolve for repeat instances.
Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement.
Continuously assess what matters to the customer against the ability of processes and systems to meet the customers demand.
Grow and create value:
In conversing with customers, identify value demand opportunities:
Ensures that all leads are logged correctly while connecting with the customer and identifies demand generation opportunities.
Participates in specific campaigns and marketing activities as required.
Proactively promotes the use of multiple channels to customers
Accurately captures, updates or amends customer data
Understand financial measures which includes OI, Assets, Liabilities, NIR, NII, Impairments and costs
Providing directional support to the team to achieve customer led measures
Data, analytics and reporting:
Understands and solves for the changes and trends in data as it relates to. Eg. COR, failure, value demands, abandoned calls, handle time, volume of demand and time taken to respond.
Assess and act on the capacity of the team to serve customer demand and solve in collaboration with the team.
Facilitate the discussion on data with teams and facilitate the improvement of processes and methods based on data.
Reviewing and analysing data daily to understand the performance of the team and determining what to act on.
Actions and scrutinises relevant reports as per laid-down instructions.
Ensures that revenue is recovered correctly for all types of transactions/services provided.
Attends to customer demands (irrespective of communication channels) within the agreed timelines.
Obtains documentation and assist with fraud and internal investigations, including special investigations.
Reports losses for own team(s) according to laid down procedures and provides input to the investigation of losses.
Ensures that finding sheets from Risk Assurance and Internal Audit has been responded and irregularities attended to according to laid down procedures.
Ensure that the communication is shared and understood by team(s).
Risk and compliance:
Facilitate the process for team (s) to understand the risks associated with handling of high risk related demands.
Facilitate the process of compliance to the FAIS act and build fit and proper teams that can handle demand.
Ensures that a Risk Mitigation undertakes regular surprise checks and facilitate the process of corrective action.
Ensures staff awareness in terms of fraud and fraud activities.
Benefits
Medical insurance
Company background
Standard Bank is a South African-based global financial services company founded in 1862. It is the largest South African banking group ranked by market capitalisation and earnings.
In addition to retail and business banking, Standard Bank's Corporate and Investment Banking division supports a wide range of clients around the world in banking, finance, trading, investment and advisory services. Standard Bank has offices in 17 African countries and 21 countries on other continents. It currently runs financial market trading operations in Johannesburg, London, New York, Hong Kong, Brazil, Istanbul and Moscow Standard Bank was recognized as Africa Bank of the Year and Emerging Markets Bank of the Year by The Banker magazine.
