Service and Support Team Leader (Financial Services)

Job title: Service & Support Team Leader

Location: Sandton

Salary: R25,000 gross per month (includes employee benefits: pension/provident fund and medical aid) (Pending proven abilities)

Contract type: Permanent

Due to the nature of the role, only candidates with a clear credit record can be considered.

Only candidates closely aligned with the specifications below will be considered.

You will manage the Service, Support and Onboarding team to deliver accurate, timely resolution within SLAs while ensuring excellent client service, regulatory compliance and strong team performance. The role includes coaching, performance monitoring, complaints management, project work (testing/implementing new products), and maintaining knowledge of products, systems and regulatory requirements (TCF, POPI, FICA).

• Manage daily operations of the Service, Support & Onboarding team and ensure SLA delivery
• Coach, motivate and retain staff; monitor performance and run quality reviews (call/email monitoring)
• Coordinate recruitment, training and performance reviews
• Handle complex client complaints and stakeholder escalations
• Report on team metrics, user rates and operational performance
• Lead projects: development, testing and implementation of new products/client take ons
• Monitor compliance (security checks, FICA) and support incident/risk reporting
• Embed TCF and information security practices across the team

• Minimum 5 years' industry experience; at least 2 years' management experience
• Relevant tertiary qualification or suitable experience

• Strong leadership, coaching and people management skills
• Excellent communication, problem solving and negotiation abilities
• Ability to work under pressure and manage irate clients
• Accountability, attention to detail, client centric mindset

• Ability to work under extreme pressure and deal with escalations.