Team Leader Alternative Channels (TALENTPOOL- ALL REGIONS)

## Team Leader Alternative Channels (TALENTPOOL- ALL REGIONS)Apply: Johannesburg: Posted Today: End Date: November 1, 2026 (30+ days left to apply): R53557# **Job Description**To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service* Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work* Drive sales across product and campaign initiatives to exceed set targets* Deliver customer experience excellence aligned to Organisational values and service standards* Build professional long-term relationships with customers based on trust that builds the brand* Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service* Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application* Provide customers with relevant information to keep them informed of products and service options* Ensure full understanding of customer needs to deliver a quality service* Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards* Communicate how customer service solution will be implemented and secure buy-in* Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options* Ensure resolution of customer queries and complaints timeously and ownership of issues* Analyse customer feedback to help improve customer service Propose ideas to improve customer service* Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in* Engage in cross-functional relationships to obtain and to provide work support* Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management Manage the growth of active customer account base* Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability* Ensure implementation of relevant policies, governance and practice standards across the business* Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements* Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes* Develop an understanding of risks and risk management approaches* Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks* Educate others and make suggestions for improvements* Network and participate in specialist risk forums where required* Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data* Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets* Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities* Understand competencies and skills required for own and employee's development and performance* Identify development needs and select effective solutions to address own and employee development needs* Ensure that each employee prepares a personal development plan that is implemented and reviewed as required* Provide on the job coaching and guidance* Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared* Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies* Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement* Manage team delivery against goals in the area of responsibility* Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures* Participate in Talent Management practices and processes in line with HR policies and procedures* Implement employment equity plan targets in all recruitment and employee movement activities* Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback* Ensure skills are transferred to specific functions* Ensure conflict resolution and respond to complaints or concerns* Set relevant stretch goals for team and motivate achievement #J-18808-Ljbffr