Team Leader: Client Service Support (Client Care)

Purpose Statement

• To lead a team of predominantly first line Agents to optimally deliver on defined operational objectives, ensure that an exceptional client experience is achieved and that all policies, regulatory requirements and clearly defined operational processes are implemented and adhered to.

Experience

• At least 2 years’ experience in a banking, retail, finance, client service environment


• Some previous people leadership exposure or experience of overseeing delivery or work


• Client service environment experience and/or function relevant experience (role specific)


• Experience of a fast moving, target driven environment with a focus on delivery and client service

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

Knowledge

• Technical/functional knowledge relevant to the designated team, department or function 
  
  
  
  • People management principles
  
  
  • Client service principles and standards
  
  
  • Customer communication, relationship management principles and practices
  
  
  • Fundamental HR principles and practices 
  
  
  • General operational management processes and practices
  
  
  
  

Skills

Conditions of Employment