Banking Operations Team Leader

Old Mutual Limited; Johannesburg; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Old Mutual Limited in Johannesburg seeks a seasoned Team Leader to manage the implementation of processes, systems, and infrastructure across account services, international securities, and loan support. You will lead operations and ensure timely, high-quality service for customers.

The ideal candidate has 5+ years in banking customer service, experience with CRM systems, and strong KPI performance, coaching, and risk/compliance knowledge.

Qualifications

• Matric
• 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
• KPI & Performance Management
• Coaching & Development
• Risk & Compliance Knowledge

Responsibilities

• Oversee operational support and first-line supervision of transactional operations.
• Explain the local action plan to team and align with business goals.
• Track KPIs and drive performance management.
• Lead Retail service operations and allocate work.
• Schedule short-term work within timelines.
• Implement improvements and manage change.
• Ensure compliance with policies and regulatory codes.
• Communicate procedures and provide clarifications.
• Obtain authorization for exceptions from mandatory procedures.

Skills

Leadership

Customer service management

KPI & Performance Management

Stakeholder management

Change Management

Operational Excellence

Coaching & Development

Risk & Compliance Knowledge

Education

Bachelor's degree in business, finance or related field

Tools

Salesforce

AWS

Job description

Old Mutual Limited in Johannesburg seeks a seasoned Team Leader to manage the implementation of processes, systems, and infrastructure across account services, international securities, and loan support. You will lead operations and ensure timely, high-quality service for customers.

The ideal candidate has 5+ years in banking customer service, experience with CRM systems, and strong KPI performance, coaching, and risk/compliance knowledge.