Team Leader Alternative Channels (TALENTPOOL- ALL REGIONS)

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