Team Leader

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer service provider in KwaZulu-Natal is seeking a Team Leader to manage performance and develop their teams. The ideal candidate will have experience in financial services, demonstrate leadership qualities, and effectively communicate and motivate staff. This role requires a National Senior Certificate and involves developing a high-performing team culture that aligns with company values.

Qualifications

• Must be currently an internal employee of Huntswood.
• Background within Financial Services is highly advantageous.
• Previous Subject Matter Expert/Team Leader experience advantageous.

Responsibilities

• Managing Performance and achievement of team KPIs.
• Ensuring required resourcing is available as per SLA.
• Ongoing coaching provided to the advisors.
• Identify and nurture top talent within the team.

Skills

Leadership

Analytical thinking

Strong communication

Conflict resolution

Education

National senior certificate-Grade 12

Job description

Overview

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 escalate 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

Core Behaviour

Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are aligned with our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that help us enable and empower out employees, the do the right thing, and deliver unbelievable service."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.