Financial Services Team Leader - Customer Excellence

Sigma Connected Group; Wes-Kaap; On-site; ZAR 300,000 - 520,000; Full time

Benefits offered by this job

Medical Insurance

EAP

Annual awards

Sigma Forest tree

Career progression

Job summary

Sigma Connected Group in Cape Town is seeking a Team Leader in Financial Services to lead a team of Advisors, drive performance, and ensure regulatory compliance while delivering exceptional customer service.

You will report to the Service Delivery Manager, coach and develop Advisors, monitor productivity, adherence, and quality, and drive a culture of accountability and improvement in a busy Southern Suburbs site.

Qualifications

• Financial Services experience within a BPO environment (essential).
• 1-2 years' experience in a leadership role (essential).
• Demonstrated experience coaching, mentoring, and developing others.
• Previous experience within a contact centre or customer service environment.
• Strong understanding of performance management and KPIs.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, coach, and develop a team of Advisors to achieve and exceed performance targets.
• Foster a high-performance culture focused on accountability, engagement, and continuous improvement.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Monitor team productivity, quality, attendance, and adherence to operational standards.
• Identify performance gaps and implement effective action plans to drive improvement.
• Support employee development through career planning, coaching, and mentoring.
• Resolve people-related matters, including attendance concerns, performance management, and employee relations issues.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Build strong relationships with internal stakeholders and support the delivery of client SLAs.
• Drive customer-focused behaviours and a culture of excellence across the team.

Skills

Leadership

Coaching

Performance management

Communication

Customer service

Tools

MS Office

Job description

Sigma Connected Group in Cape Town is seeking a Team Leader in Financial Services to lead a team of Advisors, drive performance, and ensure regulatory compliance while delivering exceptional customer service.

You will report to the Service Delivery Manager, coach and develop Advisors, monitor productivity, adherence, and quality, and drive a culture of accountability and improvement in a busy Southern Suburbs site.