{"id":10,"date":"2009-10-25T02:10:41","date_gmt":"2009-10-25T01:10:41","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=10"},"modified":"2013-10-13T10:46:04","modified_gmt":"2013-10-13T08:46:04","slug":"nedbank-south-africa-team-leader","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/nedbank-south-africa-team-leader.html","title":{"rendered":"Nedbank South Africa: Team Leader"},"content":{"rendered":"
Nedbank<\/strong> is one of the largest banks in South Africa, however it is one of the newest banks to be incorporated in South Africa. It is headquartered in Johannesburg. Nedbank South Africa recruits Team Leader<\/strong><\/p>\n Job Title: Team Leader<\/strong> PROVIDE EXCEPTIONAL CUSTOMER SERVICE: SITE OPERATIONAL PERFORMANCE: MANAGEMENT INFORMATION: PROCESS ADHERANCE AND ENHANCEMENT: PEOPLE MANAGEMENT: RISK AND COMPLIANCE: Requirements: <\/strong> Technical Competencies: <\/strong> Previously disadvantaged individuals will be given preference for this role in-line with Group Risk\u2019s EE plan. Short listed candidates will be requested to undergo competency based psychometric assessments.<\/p>\n While all applications will be considered, the BU’s Employment Equity Strategy will be taken into account.<\/p>\n In line with Nedbank\u2019s commitment to diversifying its workplace, preference will be given to suitable candidates from designated groups. People with disabilities are encouraged to apply. Nedbank is one of the largest banks in South Africa, however it is one of the newest banks to be incorporated in South Africa. It is headquartered in Johannesburg. Nedbank…..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[5],"tags":[1687],"jetpack_publicize_connections":[],"yoast_head":"\n
\nJob Purpose:
\n\u2022 To Supervise the Group Telephony operational environment, in terms of people, process and technology to
\nensure optimal performance of staff and technology, achievement of SLA and provision of superior customer service to achieve overall business objectives.\u00a0
\n<\/strong>
\nFunctions\/ Key Responsibilities <\/strong><\/p>\n
\n\u2022 Ensure that all calls are answered promptly and professionally, are accurately routed, whilst maintaining a positive client interaction.<\/p>\n
\n\u2022 Monitor daily, weekly and monthly performance of switchboard operators and collective team performance to ensure service level agreement is achieved.
\n\u2022 This will include monitoring calls volumes and divisional stats.
\n\u2022 Capacity planning – ensuring the right resources are at the right place at the right time, monitor staff adherance.<\/p>\n
\n\u2022 Ensure all technical issues are reported and resolved, if not accurate escalation.
\n\u2022 Processed to be followed.
\n\u2022 Ensure accuracy of all management information submitted to manager.
\n\u2022 Ensure reporting timelines adhered too.<\/p>\n
\n\u2022 Ensure all relevant processes are documented and version controlled if need be.
\n\u2022 Review and revise processes constantly to seek ways to improve our service to customers as well as to our internal systems and methods.
\n\u2022 Ensure all staff are aware of generic and specific processes.<\/p>\n
\n\u2022 Get results through others – create and maintain a culture of high performance through effective recruitment, on boarding, performance management, skills and competence development (formal and informal training) and one on ones.
\n\u2022 Planning and assigning work.
\n\u2022 Customer service Create a climate for optimal performance, by living Nedbank’s values, encouraging teamwork, valuing diversity and respect for the individual.<\/p>\n
\n\u2022 Ensure adherence at all levels to group risk and compliance requirements.<\/p>\n
\n\u2022 Matric.
\n\u2022 A diploma in customer service, public relations or communication.
\n\u2022 2 years experience within a frontline telephony\/call centre experience or customer service.
\n\u2022 2 years exposure to a medium to large corporate industry is essential (specifically in a telephone and call centre environment).
\n\u2022 Ability to deal with clients\/people at all levels both internally and externally.
\n\u2022 FIAS, FICA, Corporate Governance, OHSA, GRS and HR Processes.
\n\u2022 Willingness to travel when required.
\n
\n<\/strong>
\nBehavioural Competencies: <\/strong>
\n\u2022 Initiative
\n\u2022 Managing work
\n\u2022 Planning and organising
\n\u2022 Team work
\n\u2022 Motivating others
\n\u2022 Developing others
\n\u2022 Analytical thinking
\n\u2022 Leadership skills<\/p>\n
\n\u2022 Supervision skills
\n\u2022 TERS (Transaction Editing and Routing System)
\n\u2022 All MS Systems
\n\u2022 HR-online and intranet systems
\n\u2022 HR Policies and procedures
\n\u2022 Credit and Risk process<\/p>\n
\n
\nClick Here to Commence Application Online<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"