Team Leader Coach

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Business Unit and Function

Business Unit : Discovery Bank

Function : Client Service

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast‑paced and dynamic environment enables smart, self‑driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Bank

Discovery Bank is a bank unlike any other – a shared‑value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, paying them back through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem‑solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

Job Purpose

The Team Leader Coach supports a high‑performing team of Bankers and manages monthly targets within SLA while setting a quality standard. The incumbent also facilitates and drives projects from initiation to completion and initiates innovative solutions to gain efficiency. The role focuses on continuous improvement and customer‑centricity across all service channels, including AI‑powered chat, call centre operations, and escalation management.

Areas of responsibility may include but are not limited to

• Leading and building dynamic high‑performance teams that are multiskilled and operationally agile
• Agile coaching approach to improve both digital and human‑led support interactions
• Drive new initiatives and changes within the team via change management processes
• Stay informed on fintech trends, cybersecurity practices, and digital compliance standards
• Act as a digital ambassador, encouraging digital adoption within your team and the broader client service community
• Identify knowledge and skills gaps within your team through performance trend analysis and focus on increasing staff skills through targeted coaching
• Strategise, plan, design and conduct monthly coaching interventions that focus on closing identified gaps across the team
• Collaborate and share best practices and learnings with peers and other stakeholders to benefit the whole client service business
• Represent bank client services in different external forums by consistently articulating bank principles in building bank processes
• Consolidate and present team reports on performance, new initiatives, operational and people challenges in Manco’s
• Ensure awareness and knowledge of new systems functionality, review of SOPs, and embedding of products within the team
• Identify and reduce friction points that lead to escalations
• Ensure admin related to FAIS requirements, coaching, meetings and change management aspects are documented and saved centrally for auditing purposes
• Monthly incentive auditing, reviews and submissions to ensure accurate remuneration of bankers including monthly feedback in this regard

Special Conditions

Experience & Education

Personal attributes and Skills

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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