Contact Centre Team Lead: Operations & Service Excellence

Cari; Durban; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Nedbank is seeking a Team Leader: Contact Centre to manage a group of administrators handling client instructions within the service area. You will ensure timely processing, accurate transactions, and strong client satisfaction by coordinating across internal teams and external partners.

The role requires at least 2 years in a leadership role in banking/insurance, Matric, and FAIS RE1 qualifications. You will drive performance, report on results, and foster a culture of service excellence.

Qualifications

• 2 years or more team leader/leadership experience within a banking/insurance environment.
• Matric/Grade 12/National Senior Certificate is required.
• NQF level 5 FAIS qualification and RE 1 certificate are essential.

Responsibilities

• Lead and manage a team of administrators to process internal and external client instructions.
• Minimise expenses by using cost-effective processes and staying within the operational budget.
• Ensure turnaround times and SLA requirements are met through accurate processing of financial transactions.
• Develop and maintain collaborative relationships with external clients and internal stakeholders.
• Provide regular reporting, feedback and coaching to team members to improve performance.

Skills

Team leadership

Client service management

Communication

Governance, risk and controls

Operations planning

Project management

Financial accounting principles

Business administration

Diversity management

Service level agreements

Education

Matric / Grade 12 / National Senior Certificate

Job description

Nedbank is seeking a Team Leader: Contact Centre to manage a group of administrators handling client instructions within the service area. You will ensure timely processing, accurate transactions, and strong client satisfaction by coordinating across internal teams and external partners.

The role requires at least 2 years in a leadership role in banking/insurance, Matric, and FAIS RE1 qualifications. You will drive performance, report on results, and foster a culture of service excellence.