OM Bank - Team Leader 12 Month Fixed Term Contract

Old Mutual Finance (Pty) Ltd; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

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.

Skills

Team Leadership

KPI & Performance Management

Customer Service

Change Leadership

Education

Bachelor's/Equivalent Degree or Higher

Tools

Salesforce

AWS

Job description

Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description At OM Bank, we strive to attract great people who are passionate about coming together for a higher purpose- building something unique and aspirational, always aiming to be the best they can be. We are rooted in our purpose of inspiring and enabling our customers to grow and sustain their prosperity.

The team leader role is responsible for managing the implementation of processes, systems, and infrastructure to ensure high quality and timeliness of operations in areas such as account services, international securities, transaction processing, and loan support/credit approval.

Responsibilities

• Operations Management Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
• Leadership and Direction Explain the local action plan, to support team members in their understanding of what needs to be done, and how this relates to the broader business plan and the organization's strategy, mission, and vision; motivate people to achieve local business goals.
• Performance Management Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.
• Retail Service Operations Provide more complex or nonstandard service operations. May sometimes act as a first-line supervisor of a transactional operations area.
• Work Scheduling and Allocation Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
• Improvement/Innovation Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine support services.
• Recommendations Provide information and clarification on existing procedures, processes, and precedents.
• Internal Communications Use the internal communications system to access specific information.
• Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a manager for any exceptions from mandatory procedure.

Requirements

Matric Relevant degree in business, finance or a 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

Competencies

Banking Contact Centre Experience Team Leadership Experience Digital Servicing Experience KPI & Performance Management Coaching & Development Digital Adoption & Change Leadership Risk & Compliance Knowledge Skills Action Planning, Backlog Management, Change Management, Data Compilation, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Organizational Design, Policies & Procedures, Professional Presentation, Project Budget Management, Project Delivery Management, Readiness Assessments Competencies Communicates Effectively Customer Focus Directs Work Drives Engagement Drives Results Ensures Accountability Financial Acumen Manages Complexity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

15 September 2026 , 23:59 The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.