Team Leader, Customer Service

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

We are seeking a dynamic and customer-focused Team Leader, Customer Service at our Geita branch. As a Team Leader, you will play a crucial role in guiding and motivating our customer service team to deliver exceptional support to our valued clients.

• Lead and supervise a customer service consultant(s), ensuring high-quality service delivery and customer satisfaction
• Develop and implement customer service strategies and processes to enhance overall performance
• Monitor team performance, provide constructive feedback, and conduct regular coaching sessions
• Handle escalated customer issues and complaints, finding effective solutions
• Collaborate with other departments to address customer concerns and improve service quality
• Analyze customer service metrics and prepare reports for upper management
• Identify training needs and organize skill development programs for team members
• Ensure adherence to bank policies, procedures, and service standards
• Foster a positive and motivating work environment that promotes teamwork and continuous improvement.
• Identify cross selling and migration opportunities and sell solutions proactively
• Open personal accounts according to laid-down instructions, paying particular attention to KYC requirements.
• Lead the service team in meeting their leads targets against budget (i.e. provide product knowledge, coach  to develop selling skills)
• Support bank sales activations as required.

• 3-5 years of customer service experience, with 1-2 years in a leadership or supervisory role
• Strong leadership and team management skills, with the ability to motivate and inspire others
• Excellent communication and interpersonal skills, both verbal and written
• Proven problem-solving abilities and decisive decision-making skills
• Proficiency in customer service software and CRM systems
• Strong time management and organizational skills
• Customer-focused mindset with a deep understanding of customer service best practices
• Bachelor's degree in Business Administration, Communications, or related field (preferred)
• Customer service certifications are a plus
• Ability to work in a fast-paced environment and adapt to changing priorities

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Directing People
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Making Decisions
• Producing Output
• Providing Insights
• Understanding People

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Customer Acceptance & Review (Consumer Banking)
• Customer Understanding ( Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)
• Sales and Lead conversion (Consumer Banking)