Team Leader

Huntswood; Durban; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A customer service firm in KwaZulu-Natal is looking for an experienced Team Leader to drive superior customer service for clients. The role involves managing team performance, ensuring HR-related matters are addressed, and providing coaching to team members. Ideal candidates should hold a National Senior Certificate and have experience in the Financial Services sector. This position is strictly for internal employees.

Qualifications

• Experience in Financial Services is highly advantageous.
• Previous Subject Matter Expert / Team Leader experience is advantageous.
• Clear HR Record required.

Responsibilities

• Manage team performance and achievement of KPIs.
• Conduct monthly 1-1s with team members.
• Ensure adequate resourcing as per SLA.
• Provide ongoing coaching to advisors.
• Complete all necessary reports as per schedule.

Skills

Understanding of Business processes & policies

Leadership

Strong communication

Analytical skills

Conflict resolution

Coaching

Planning

Goal / Target Orientation

Education

National Senior Certificate - Grade 12

Job description

Job title : Team Leader

Job Location : KwaZulu-Natal, Durban

Deadline : November 30, 2025

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Job Description

• We are looking for a Team Leader with the right talent and skills to lead our teams.
• The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

Responsibilities

• Managing Performance and achievement of team KPIs
• Leave / Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalation for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Job Requirements

• National senior certificate-Grade 12
• Clear HR Record
• Must be currently an internal employee of Huntswood
• Background within Financial Services is highly advantageous
• Previous Subject Matter Expert / Team Leader experience advantageous

Key Competencies

• Understanding of Business processes & policies
• Planning
• Leadership
• Analytical
• Conflict resolution
• Strong communication
• Listens to understand
• Run effective meetings
• Goal / Target Orientated
• Self -managed
• Coaching
• Developmental
• Provides learning opportunities in everyday work.
• Motivate team to achieve personal and professional goals.
• Able to manage time well
• Structured approach
• Report Feedback
• Relationship Building

Behavior / Characteristics

• People Positive
• Fair
• Approachable
• Good communicator
• Solutionist
• Role model Huntswood Culture & values
• Set clear expectations.
• Integrity
• Takes responsibility and accountability for the teams output
• Inspirational
• knowledge Sharing
• Provide Guidance & Support
• Good communication (written and verbal )
• Able to span / network with ease.
• Collaboration
• Proactive
• Confident
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