Team Leader: Inbound & Outbound-Standard Bank

🗏Job Type

Full Time

Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

Job Purpose

Manage and monitor the behaviour and performance of the Credit Recoveries and Rehabilitation Agents in line with Standard Bank’s values and standards
Responsible for coaching, performance management, upskilling and staff development of the Agents
To act as the first point of escalation for customer default issues and complaints
To be accountable for the execution of the tactical and operational plans aligned to business unit strategy
To effectively manage the working environment (i.e. ergonomics, availability of resources, tools and infrastructure etc.)

Key Responsibilities/Accountabilities

Serve the client
Understanding the business unit strategy and annual operating plan in order to provide and communicate accurate and relevant information to team members

Consistently communicating business requirements through regular team interactions
Ensuring all team members are business advocates are aligned with the CRR vision and purpose (promotes image and brand of Standard Bank)
Monitors and manages the performance of team members, as it relates to leads, customer first queries, ad-hoc queries etc. and complaints management in line with business unit TAT.
Monitors quality of all calls made and received by CRR agents
Tracks and monitors teams’ regulatory compliance against business standards
Identifies, distributes, mentors and coaches on best collections practice to agents
Ensures that the team is enabled to perform by:
o Guiding the teams thinking and understanding so that customer experience is brought through, in terms of what must be achieved and what it means to meet customer needs.
o Measuring the team against performance and purpose.
o Providing the necessary work instructions / guides that are easy to follow.
o Constantly evaluating whether the system supports optimal performance in order to drive changes where this is not the case.
o Determining whether individuals have sufficient knowledge and attributes to do the work and by facilitating the right interventions to address any gaps.

Deliver consistent operational excellence
Engages with team members on business unit strategy, updates or changes in a timeous manner
Complete attendance tracking, payroll and reporting administration
Implements contact centre improvement initiatives as directed by the business
Maintains good working relationships within the business (i.e. Complaints and Resolution, HR, L&D etc.)
Maintains and interprets MIS dashboards/scorecards to manage team’s performance
Ensures updates or amendments of customer information and history notes are accurately captured
Manages work list queues to ensure items are actioned within agreed timelines, and/or staff are re-assigned to different queues to ensure that work is completed within agreed timelines
Ensures staff are appropriately reflected on the organisational structure for distribution of work items to the correct staff/teams
Rigorous control environment
Uses, applies and implements risk measurements, risk management systems, processes and policies within the business
Proactively identifies operational deficiencies, adverse trends and manages risk within the team
Appropriately report all operational risk (i.e. boundary events, potential fraud) to Senior Manager/Risk and Compliance/Loss Control/ relevant stakeholders
Understands and dynamically applies appropriate Business Continuity Management (BCM) when called for
Consistently completes and manages all compliance training and all mandatory training
Actions Control First questionnaire requirements
Ensure compliance with all HR & IR processes and procedures (disciplinary procedures, EPM, staff files etc.)
Inspire engaged people through coaching and accountability

Creates and develops a high performing team in line with Standard Bank’s values:
Recognises individual and team achievements
Proactively manage misconduct, below standard performance and poor customer experience through the relevant HR principles and guidelines
Focuses on team development and constructive performance feedback using coaching approach
Promotes talent development through skill and career planning
Recruitment, on-boarding, upskilling and retention of Agents
Treat all individuals equally, fairly, with dignity and respect
Ability to identify, manage and appropriately escalate employee wellness related matters
Is involved with setting individual targets and measures and manages performance of team
Identifies and supports training needs
Be a leader in line with the Bank’s values, behaviours and ethics
Upskills and coaches the team on how to continuously deliver successful collections calls, both Inbound and Outbound, using the various collections systems, in order to meet the customers’ need. This will assist with providing suitable recommendations to the customer.
Coaches the team by unlocking people’s potential, to create high awareness, optimise learning and allows the team to take responsibility to meet goals of the call flow to maximise performance. This is done by applying the tools of coaching (by using the performance formula to diagnose performance gaps) against the call flow game plan, and incorporating meta skills into the coaching conversation.
Collate information, using various practises through “In the moment Coaching” and Formal Coaching on the GOC system. Capturing of the coaching conversations will assist with tracking the progress of the team in order to contribute to the development of management information for the department.
Upskills and coaches the team how to analyse data and information in order for them to develop and apply self-correcting action where applicable, to enable constant fulfilment of customer demand. This is done by extracting data to highlight a problem, and then to facilitate a discussion with the team in order to allow the team to develop their own solutions through a path of self- discovery by asking the team relevant guiding questions and providing clarity. This is done to create awareness and understanding to assist the team to shape their own opinions so that they feel empowered.
Upskills and coaches the team on how to facilitate group meetings, using forums such as calibrations, in order to contribute to collective learning and growth for individuals and teams.
Update capability boards and MIS (eg. Rand-value reports, trigger reports, PTP reports etc) in order to maintain an accurate database to assist leaders
System Access Administration
Assigns users to the organisation structure
Adds/removes user access
Re-sets passwords
Logs Team Track requests for all hardware and telephony related problems
Loads users to the Multi-Function Device (MFD) system

Preferred Qualification and Experience

Diploma/Degree or studying towards a tertiary qualification.
3 to 4 years exp in a Credit / Collections Call Centre environment.
Eternal to SBSA - 2 years Exp in Leading a team ( Internal - 6 - 12 months exposure of leadership aligned to a Personal Development Plan )
1 to 2 years exp in Personal and Business Banking - Sales & Service

Knowledge/Technical Skills/Expertise

Understands the broader business environment in which they work from a sector, organisation, business unit and role perspective Timeously identifies and manages risk within their area of influence. Uses and / or develops and implements risk measurement and risk management systems, processes and policies within the business
Developing and monitoring courses of action (work plans) for self and others to ensure that work is completed in a controlled and efficient manner
Focusing and guiding others in pursuing and achieving work related objectives
Plans and manages the Bank's financial resources in line with sound financial principles
Scanning the business environment, recognising the need for change and crafting / implementing appropriate models to enable, support and manage the change process; facilitating the implementation and acceptance of change within the workplace
Using and / or developing and implementing systems for creating, managing, and distributing Business Unit knowledge
Understands the principles of lending by applying those principles to the different loan options available (taking into consideration the relevant legal entity being dealt with) so as to minimize product loss.
Understands relevant legislation and regulatory framework that has an impact on the bank in order to protect, guide and minimize exposure to the bank
Demonstrates use and application of basic computers and other appropriate systems in support of business activity. Able to gather information from the relevant systems for decision-making process.
Understands the bank's products to differentiate markets aligned to BU strategies in order to attract and retain existing / potential customers.
Contact Centre Customer Relationship Management
Electronic Communications and Devices
Verbal Communication
Legal Knowledge
Applications: Microsoft Office Suite



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Job id : , #73161, 56 views,

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