Team Leader: Contact Centre

Team Leader: Contact Centre

Location: Nedbank Park Square, 9 Park Avenue, Umhlanga Rocks, Durban.

Closing Date

20 August 2026

Career Stream

Leadership Pipeline

FAIS Affected

Job Purpose

Job Responsibilities

• Minimise expenses by using cost effective processes and staying within the operational budget


• Ensure turnaround times are met through processing financial transactions within the Service Level Agreement (SLA) requirements


• Ensure effective management of work by adhering to stipulated timeframes and quality delivery of work


• Develop and maintain collaborative relationships with external clients through offering quality service and meeting turnaround times.


• Manage trusting working relationships with internal stakeholders through engagement sessions, appropriate reporting and regular communication


• Ensure client satisfaction by understanding and meeting their required needs


• Manage the performance of staff by putting in place resource plans that include work allocation and clear accountability


• Manage quality of work by performing quality checks and taking corrective action where necessary


• Improve the performance of the team through multiskilling, job enhancement, process improvement etc.


• Manage quality of work by ensuring process standards are implemented and continuously met and corrective action where necessary


• Drive operational improvement by identifying and implementing appropriate solutions


• Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.


• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.


• Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.


• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.


• Contribute to team effectiveness by  following the recruitment process when recruiting talent.


• Maintain a capable high performing team and  ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes (e.g.. rotation).


• Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.


• Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.


• Ensure transformational targets are met  for own team through consideration of targets during the staff recruitment, retention  and training process and utilising suppliers listed on the preferred supplier list.


• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).


• Address issues raised in culture surveys by participating in the development and implementation of action plans.


• Create a client service culture through various required interventions.


• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.


• Encourage team to generate innovative ideas and share knowledge.

Minimum Experience Level

2 years or more Team Leader / Leadership experience within a banking / insurance environment.

Essential Qualifications - NQF Level

Essential Certifications

NQF level 5 FAIS qualification

RE 1 Certificate

Technical / Professional Knowledge

Behavioural Competencies