Banking Operations Team Lead

Old Mutual Finance (Pty) Ltd

Cape Town

On-site

ZAR 600,000 - 900,000

Full time

3 days ago

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Job summary

Old Mutual South Africa is seeking a seasoned Team Leader to manage operations across account services, transaction processing and loan support. You will lead a team, set direction, drive performance, and ensure quality and timely delivery of services in a banking customer service environment.

Applicants should have 5+ years in banking customer service, exposure to CRM systems (Salesforce, AWS) and familiarity with AI-enabled servicing.

Qualifications

Matric with relevant degree in business/finance or related field preferred.
Minimum 5+ years in banking customer service environment.
Experience managing multiple contact centre KPIs.
Exposure to CRM systems – Salesforce and AWS.
Exposure to AI in a servicing environment.

Responsibilities

Provide operational support services and act as first-line supervisor of a transactional operations area.
Explain local action plan and motivate team to achieve local business goals.
Respond to personal objectives and monitor team performance, ensuring timeliness and quality.
Provide more complex or nonstandard service operations and supervise accordingly.
Schedule short-term work allocations to meet expectations while following timelines.
Implement improvements using change management protocols and provide routine support services.
Clarify existing procedures and precedents; communicate through internal channels.
Ensure compliance with organizational policies and regulatory codes.