Banking Operations Team Leader (Fixed-Term)

Old Mutual Limited; Cape Town; On-site; ZAR 350,000 - 500,000; Full time

Job summary

Old Mutual Limited is seeking a Team Leader for a 12-month fixed-term contract based in Pinelands, Cape Town. The role oversees operations, drives performance, and supports customer service initiatives in banking services.

The team leader will mentor staff, manage KPIs, and ensure high-quality service delivery in a fast-paced environment. The ideal candidate has 5+ years in banking customer service, experience with CRM systems, and a track record in coaching and change leadership.

Qualifications

• 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 leadership for banking customer service processes.
• Explain action plans and motivate team to achieve goals.
• Monitor performance, allocate work and ensure quality and timeliness.
• Schedule and optimize work allocations for a team of agents.

Skills

Team leadership

KPI management

CRM systems

Coaching

Education

NQF Level 7 degree

Tools

Salesforce

AWS

Job description

Old Mutual Limited is seeking a Team Leader for a 12-month fixed-term contract based in Pinelands, Cape Town. The role oversees operations, drives performance, and supports customer service initiatives in banking services.

The team leader will mentor staff, manage KPIs, and ensure high-quality service delivery in a fast-paced environment. The ideal candidate has 5+ years in banking customer service, experience with CRM systems, and a track record in coaching and change leadership.