Operations Team Lead - Financial Services & Compliance

Confidential; Cape Town; On-site; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

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Job summary

Confidential in Cape Town is seeking a Team Leader to guide a high-volume Customer Service team in a regulated financial services environment. You will coach staff, monitor performance, and ensure strict adherence to compliance and quality standards.

Responsibilities include handling escalations, ensuring process adherence for money-order related requests, and driving improvements in customer experience and risk management. Strong English and leadership are essential.

Qualifications

• High school diploma or equivalent.
• Experience in a contact center or customer service environment.
• C1 or equivalent English proficiency.
• Experience in a financial services or regulated environment is advantageous.
• Strong understanding of compliance, risk, and process adherence.
• Excellent communication and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Ability to remain calm and make sound decisions in high-pressure situations.
• Attention to detail and accuracy.

Responsibilities

• Lead, coach, and motivate a team to meet performance and service targets.
• Monitor productivity, quality, customer satisfaction, attendance, and first-contact resolution.
• Ensure compliance and risk procedures in handling customer and financial queries.
• Escalate complex or high-risk interactions as needed.
• Ensure processes are followed for money order status inquiries, cancellations, and refunds.
• Provide regular coaching and performance feedback focused on compliance and customer experience.
• Identify gaps and implement corrective actions.
• Review reports to identify trends and risks.
• Ensure accurate use of CRM systems, tools, and procedures.
• Promote accountability, integrity, teamwork, and continuous improvement.
• Maintain professional, accurate, and empathetic customer interactions.
• Escalate potential compliance breaches or operational risks through proper channels.

Skills

Team leadership

Coaching

Analytical thinking

Problem solving

Communication

Active listening

Conflict resolution

Risk awareness

Customer experience

Attention to detail

Decision making

Integrity

Teamwork

Education

Matric

Tools

CRM systems

Job description

Confidential in Cape Town is seeking a Team Leader to guide a high-volume Customer Service team in a regulated financial services environment. You will coach staff, monitor performance, and ensure strict adherence to compliance and quality standards.

Responsibilities include handling escalations, ensuring process adherence for money-order related requests, and driving improvements in customer experience and risk management. Strong English and leadership are essential.