Administration Team Leader-4 at FNB South Africa

Job Description

• To manage allocation and quality of work within area of responsibility

Are you someone who can:

• Manage costs / expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Proactive supervision of people to avoid customer breakdown by managing and resolving all customer queries efficiently, and within agreed timelines.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Track, control and influence activities with the specific aim to increase and improve operational efficiencies.
• Collate, manage and report on daily / weekly / monthly operational progress as aligned to strategic objectives.
• Ensure appropriate skilling and adequate capacity of team members for the adherence to operational and service standards.
• Manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.
• Manage personal and Team Management development to increase own skills and competencies for the Team Leader function and future Managerial growth opportunities.

Key Responsibilities

Team Leadership & Development

• Supervise, mentor, and support a team of Retention Agents to ensure high performance and engagement.
• Conduct regular one-on-one coaching sessions, team meetings, and performance reviews.
• Identify training needs and coordinate with Learning & Development to upskill team members.
• Foster a positive, customer-focused team culture that aligns with company values.

Performance Management

• Monitor and analyze individual and team KPIs such as save rate, churn rate, CSAT, and AHT.
• Implement performance improvement plans where necessary and recognize top performers.
• Use data-driven insights to drive continuous improvement in team performance.

Customer Retention Strategy Execution

• Implement and refine customer retention strategies and campaigns in line with business goals.
• Ensure agents are equipped with the right tools, scripts, and offers to retain customers effectively.
• Collaborate with marketing and product teams to align messaging and retention offers.

Customer Escalation Handling

• Act as the point of escalation for complex or high-risk customer cases.
• Resolve issues promptly and professionally, ensuring customer satisfaction and loyalty.
• Document and analyze escalations to identify root causes and prevent recurrence.

Reporting & Insights

• Prepare daily, weekly, and monthly reports on team performance, customer feedback, and churn trends.
• Present insights and recommendations to senior management to inform strategic decisions.
• Track the effectiveness of retention initiatives and suggest improvements.

Process Optimization

• Identify inefficiencies in workflows, systems, or customer touchpoints that impact retention.
• Propose and implement process improvements to enhance customer experience and operational efficiency.
• Ensure all processes are documented and updated regularly.

Cross-Functional Collaboration

• Work closely with Sales, Customer Service, Billing, and Product teams to ensure a seamless customer journey.
• Share customer feedback and churn insights to influence product development and service enhancements.
• Participate in cross-departmental projects aimed at improving customer lifecycle management.

Compliance & Quality Assurance

• Ensure all team activities comply with company policies, industry regulations, and data protection laws.
• Conduct regular quality assurance checks and audits on customer interactions.
• Provide feedback and corrective actions to maintain high service standards.

You will be an ideal candidate if you have:

• Matric (Grade 12)
• Relevant bachelor’s degree (will be ideal) 
• Experience: At least 5 years’ experience in long-term insurance Retentions/Sales team leader role

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you have the following:

• Adaptable and curious
• Have a proven successful track record.
• Thrive in a collaborative environment.

End Date: August 29, 2025