Team Leader

Old Mutual, a prominent financial services organisation with a deep commitment to Africa's growth, is seeking a dedicated Team Leader to join their banking division in Johannesburg. This role is pivotal in ensuring the smooth and efficient operation of various banking services, contributing to the company's overarching purpose of empowering customers to build and sustain their prosperity. If you are passionate about leadership and driven by a desire to excel in a dynamic financial environment, this opportunity may be the perfect fit.

About the Role

The Team Leader at OM Bank will play a crucial role in managing the day-to-day operations within their designated area. This involves overseeing the implementation of established processes, systems, and infrastructure to guarantee the highest standards of quality and timeliness. The scope of responsibilities can encompass critical functions such as account services, international securities, transaction processing, and loan support or credit approval. This position requires a proactive approach to leadership, ensuring that the team understands and effectively executes local action plans that align with the broader business strategy, mission, and vision.

This role is multifaceted, requiring a blend of operational oversight and people management. Key responsibilities include:

• **Operational Support and Supervision:** Providing essential operational support services, often acting as a first-line supervisor for transactional operations. This involves working within existing systems and adhering to established protocols.
• **Team Motivation and Direction:** Clearly communicating local action plans to team members, fostering understanding of their roles in achieving local business goals. Motivating the team to consistently meet and exceed objectives is paramount.
• **Performance Management:** Taking ownership of personal objectives and actively using performance management systems to enhance individual performance. For the team, this entails monitoring progress, allocating tasks, reviewing the completion of work, and implementing corrective actions to ensure quality and timeliness. Contributing to formal performance reviews and appraisals is also expected.
• **Service Delivery:** Handling more complex or non-standard service operations, ensuring customer needs are met efficiently and effectively.
• **Workforce Planning:** Developing and assigning short-term work schedules for subordinates to meet operational expectations and adhere to established timelines.
• **Continuous Improvement:** Identifying and implementing process improvements, and providing constructive feedback on these enhancements. This includes utilising change management systems and protocols to support routine service delivery.
• **Information and Guidance:** Acting as a point of reference for team members, providing clear information and clarification on existing procedures, processes, and precedents.
• **Compliance and Risk:** Developing a thorough understanding of the organisation's policies, procedures, and relevant regulatory codes. Ensuring all work complies with these standards and obtaining necessary managerial authorisation for any deviations from mandatory procedures.

What They're Looking For

To be successful in this Team Leader position, candidates should possess a strong background in banking operations and a proven track record in leadership. The essential requirements include:

• A Matric certificate.
• A relevant degree in business, finance, or a related field is preferred.
• A minimum of 5 years of experience within a banking customer service environment.
• Demonstrated experience in managing multiple contact centre Key Performance Indicators (KPIs).
• Familiarity with CRM systems, specifically Salesforce and AWS.
• Exposure to leveraging Artificial Intelligence (AI) within a servicing context.

In terms of competencies, candidates should exhibit strong skills in communication, customer focus, directing work, driving engagement and results, and ensuring accountability. A good understanding of financial acumen, managing complexity, and the ability to coach and develop others are also highly valued. Experience in digital servicing, KPI and performance management, and driving digital adoption and change leadership will be advantageous. A solid grasp of risk and compliance principles is essential.

In South Africa, a Team Leader role within a large financial institution like Old Mutual, particularly with the specified experience level, typically commands a competitive salary, often falling within the range of R350,000 to R600,000 per annum, depending on experience and specific responsibilities. Old Mutual itself is a major employer in the financial services sector, offering numerous career paths. Advancement from a Team Leader position often leads to roles such as Operations Manager, Senior Team Leader, or specialised roles within quality assurance or training.

Requirements

• Matric

• Relevant degree in business, finance or a related field (preferred)

• Minimum 5+ years in banking customer service environment

• Experience managing multiple contact centre KPIs

• Exposure to CRM Systems – Salesforce and AWS

• Exposure to AI in a servicing environment

Competencies

• Banking Contact Centre Experience

• Team Leadership Experience

• Digital Servicing Experience

• KPI & Performance Management

• Coaching & Development

• Digital Adoption & Change Leadership

• Risk & Compliance Knowledge

 

Skills

Action Planning, Backlog Management, Change Management, Data Compilation, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Organizational Design, Policies & Procedures, Professional Presentation, Project Budget Management, Project Delivery Management, Readiness Assessments

Competencies

Communicates Effectively

Customer Focus

Directs Work

Drives Engagement

Drives Results

Ensures Accountability

Financial Acumen

Manages Complexity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

10 September 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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