Job Description
About the Role
The Team Leader Service and Support is a critical role that oversees the overall performance of the Service, Support and Onboarding team, ensuring effective resolution of client issues within service level agreements (SLA) while maintaining excellent client service standards. This position requires a deep understanding of products, services, systems, operational processes, regulatory requirements, and the principles of Total Customer Focus (TCF). The successful candidate will be responsible for building and managing client relationships, leading by example to promote a culture of TCF within the business.
Key Responsibilities
- Manage the Service, Support and Onboarding team overall
- Provide effective and accurate resolution/output within SLA
- Ensure excellent client service is maintained
- Build and manage all client/Investor relationships as required
- Maintain up-to-date knowledge on products, systems, and processes
- Liaise with supervisors, team leaders, operatives, and third parties to gather information and resolve issues
- Monitor random calls and written communication to improve quality, minimise errors, and track operative performance
- Coordinate staff recruitment, including writing vacancy advertisements and liaising with HR staff
- Review staff performance, identify training needs, and plan training sessions
- Handle complex customer complaints or enquiries
- Project manage new development, testing, and implementation of new products, client take-ons
- Coach, motivate, and retain staff
- Monitor compliance function related to security checks, FICA, Screening, etc.
- Enforce and monitor all policies rolled out from a governance aspect
Requirements
- 5 years’ industry experience
- Minimum 2 years’ management experience
- Strong understanding of products, services, systems, operational processes, regulatory requirements, and the principles of TCF
- Excellent communication and interpersonal skills
- Ability to work under pressure and manage multiple tasks simultaneously
- Strong problem-solving and analytical skills
Qualifications
- Relevant tertiary qualification or suitable experience
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Gauteng
In Gauteng, the IT and computing industry is a significant contributor to the province’s economy, with a steady demand for skilled professionals. Typically, this field is characterized by rapid technological advancements, innovative projects, and a high level of job satisfaction among employees. Generally, career prospects in this sector are strong, with a range of opportunities available across various industries.
Salaries for IT and computing professionals in Gauteng can vary widely depending on factors such as experience, company size, and industry sector. While it is common to see salaries ranging from R400 000 to R1,200 000 per annum, these figures are only a general guideline and actual salaries may differ significantly. For instance, senior executives or technical leads with extensive experience may command higher salaries, while entry-level positions may start at lower levels.
Common skills required for IT and computing roles in Gauteng include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud platforms like AWS or Azure, and experience with agile development methodologies. Additionally, understanding of data analysis and interpretation, cybersecurity principles, and IT project management are often essential. Familiarity with popular software applications, such as Microsoft Office 365 or Google Workspace, is also beneficial.
The financial services sector, technology industry, manufacturing sector, and government departments are among the common industries that employ IT and computing professionals in Gauteng. These sectors require a range of skills and expertise, from data analysis to network administration, making them attractive options for career development.
For those seeking a career in IT and computing, there are numerous opportunities for professional growth and development. Typically, career progression involves moving into senior roles or specialized positions, such as technical lead, solutions architect, or data scientist. Opportunities for further education and training, such as certifications or postgraduate studies, can also enhance job prospects. Generally, a strong understanding of industry trends, networking, and continuous learning are essential for success in this field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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