Team Leader

Old Mutual Limited; Johannesburg; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Old Mutual Limited in Johannesburg seeks a seasoned Team Leader to manage the implementation of processes, systems, and infrastructure across account services, international securities, and loan support. You will lead operations and ensure timely, high-quality service for customers.

The ideal candidate has 5+ years in banking customer service, experience with CRM systems, and strong KPI performance, coaching, and risk/compliance knowledge.

Qualifications

• Matric
• 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
• KPI & Performance Management
• Coaching & Development
• Risk & Compliance Knowledge

Responsibilities

• Oversee operational support and first-line supervision of transactional operations.
• Explain the local action plan to team and align with business goals.
• Track KPIs and drive performance management.
• Lead Retail service operations and allocate work.
• Schedule short-term work within timelines.
• Implement improvements and manage change.
• Ensure compliance with policies and regulatory codes.
• Communicate procedures and provide clarifications.
• Obtain authorization for exceptions from mandatory procedures.

Skills

Leadership

Customer service management

KPI & Performance Management

Stakeholder management

Change Management

Operational Excellence

Coaching & Development

Risk & Compliance Knowledge

Education

Bachelor's degree in business, finance or related field

Tools

Salesforce

AWS

Job description

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.

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
• KPI & Performance Management
• Coaching & Development
• 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
• Communicates Effectively
• Customer Focus
• Directs Work
• Drives Engagement
• Drives Results
• Ensures Accountability
• Manages Complexity

Education

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

Closing Date

10 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. _

Old Mutual South Africa is a leading pan-African financial services group providing diverse financial solutions to enhance the lives of customers across 14 countries for over 170 years.

Apply For This Role

Company Old Mutual Limited

Location Johannesburg, Gauteng, South Africa