Team Leader: Contact Centre

Cari; Durban; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Nedbank is seeking a Team Leader: Contact Centre to manage a group of administrators handling client instructions within the service area. You will ensure timely processing, accurate transactions, and strong client satisfaction by coordinating across internal teams and external partners.

The role requires at least 2 years in a leadership role in banking/insurance, Matric, and FAIS RE1 qualifications. You will drive performance, report on results, and foster a culture of service excellence.

Qualifications

• 2 years or more team leader/leadership experience within a banking/insurance environment.
• Matric/Grade 12/National Senior Certificate is required.
• NQF level 5 FAIS qualification and RE 1 certificate are essential.

Responsibilities

• Lead and manage a team of administrators to process internal and external client instructions.
• Minimise expenses by using cost-effective processes and staying within the operational budget.
• Ensure turnaround times and SLA requirements are met through accurate processing of financial transactions.
• Develop and maintain collaborative relationships with external clients and internal stakeholders.
• Provide regular reporting, feedback and coaching to team members to improve performance.

Skills

Team leadership

Client service management

Communication

Governance, risk and controls

Operations planning

Project management

Financial accounting principles

Business administration

Diversity management

Service level agreements

Education

Matric / Grade 12 / National Senior Certificate

Job description

Team Leader: Contact Centre

Location: Nedbank Park Square, 9 Park Avenue, Umhlanga Rocks, Durban.

Closing Date: 24 September 2026

Career Stream: Operations

Leadership Pipeline: Manage Others

FAIS Affected: Yes

Job Purpose

To manage and lead a team of administrators in order to facilitate the processing of both internal and external client instructions on behalf of the relevant department

Job Responsibilities

• Minimise expenses by using cost effective processes and staying within the operational budget
• Ensure turnaround times are met through processing financial transactions within the Service Level Agreement (SLA) requirements
• Ensure effective management of work by adhering to stipulated timeframes and quality delivery of work
• Develop and maintain collaborative relationships with external clients through offering quality service and meeting turnaround times.
• Manage trusting working relationships with internal stakeholders through engagement sessions, appropriate reporting and regular communication
• Ensure client satisfaction by understanding and meeting their required needs
• Manage the performance of staff by putting in place resource plans that include work allocation and clear accountability
• Manage quality of work by performing quality checks and taking corrective action where necessary
• Improve the performance of the team through multiskilling, job enhancement, process improvement etc.
• Manage quality of work by ensuring process standards are implemented and continuously met and corrective action where necessary
• Drive operational improvement by identifying and implementing appropriate solutions
• Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.
• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
• Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
• Contribute to team effectiveness by following the recruitment process when recruiting talent.
• Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes (e.g.. rotation).
• Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
• Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
• Ensure transformational targets are met for own team through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Address issues raised in culture surveys by participating in the development and implementation of action plans.
• Create a client service culture through various required interventions.
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
• Encourage team to generate innovative ideas and share knowledge.

Minimum Experience Level

2 years or more Team Leader / Leadership experience within a banking / insurance environment.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Essential Certifications

• NQF level 5 FAIS qualification
• RE 1 Certificate

Technical / Professional Knowledge

• Business administration and management
• Client service management
• Communication Strategies
• Diversity management
• Financial Accounting Principles
• Governance, Risk and Controls
• Operations planning
• Principles of project management
• Relevant regulatory knowledge
• Service level agreements

Behavioural Competencies

• Coaching
• Customer Focus
• Decision Making
• Building talent
• Influencing
• Planning and Organizing