Team Leader C at FNB South Africa

Job Description

• To manage allocation and quality of work within area of responsibility in Lend Fulfilment – FNB COPE (Capabilities, Operations, Projects, Enablement)

Job Description

Are You Someone Who Can

Responsibilities / Key Performance Indicators (KPIs)

• Deliver internal and external customer service excellence through adherence to quality service standards, including the Turnaround Times (TAT) and Service Level Agreements (SLA) KPI.
• This ensures that targets are exceeded in performing Legal Fulfilment and Collateral Fulfilment functions for all FACT and CAS Applications.
• TATs for Bond Fulfilment, Records Management and Insurance Administration are based on agreed samples drawn and ratios calculated.
• Attorney performance to be monitored against the Attorney Scorecard and reported on.
• Bond allocations are monitored and reported on.
• Valid requests for stakeholder urgency to be assessed, considered where possible, expectations managed, and workflows prioritized.

Manage Operational Risk KPI in own area of responsibility. Consider impacted areas with management and avoid audit findings. Reporting includes:

• Irregular actions taken by Sales (frontline) as identified.
• Out of SLA applications / processes in area of responsibility.
• Drafting errors on documents to Sales and calculation of individual employee accuracy scores.
• Return-to-Sales errors reporting.
• Projects/systems executed to reduce operational/credit risk (example, EOS, Credit Monitor).
• Team Quality and Quality of Output KPI: This relates to quality of output from the work that the team has performed including: (i) Data Quality, (ii) Data Remediation Projects, (iii) Records Management Clean Ups, (iv) Outstanding Collateral. Data quality spot checks to be executed monthly and root causes managed. Identify and implement changes that create capacity or improves the output quality. Overview FirstMap processes, consider efficiencies, automation, capacity reduction, best practices and innovation. Confirm accuracy against policies, regulations or identified best practices.
• Business Process, Reporting and Ad Hoc Requests KPI: This includes all day-to-day business process activities to collate, manage, and report on daily, weekly, and monthly. It includes monthly submissions of management information, such as Manco reports, Outstanding Collateral reports, Data Quality reports, Attorneys' Panel monitoring and control reports, and managing the adherence of the team to all formal processes and conduct policies. It includes meaningful participation in official meetings. Managerial report submissions need to be done timely, accurately and be complete. Planning, analysis and prioritization are essential.
• Capacity Management KPI: This relates to the management of the capacity of the team to ensure that all team members are productive and utilised effectively. Capacity is tracked, calculated and extrapolated to reveal trends. Also includes leave planning, duty planning and the auditing of registers/staff data inputs. Physical oversight is required. Drafting and QA capacity management includes workload redirection.
• Staff Development and Management KPI: Manage direct report’s performance moderation, disciplinary action, recognition, and retention processes as well as talent development in line with HC policies, procedures and communications. It includes (i) people development and critical skills development to align with strategy, (ii) effective staff management and evaluating feedback, (iii) the maintenance of staff management tools/systems. (iv) Poor performers to be effectively performance managed (PIP). (v) Team member’s scorecards, ASR scores and consolidations to be submitted monthly. (vi) Registers, overtime/undertime, PDP's, leave not maintained/captured or not managed appropriately controlled.
• Required compliance training and compulsory forms (MyQ) of team controlled.
• Staff specific reports like Return-to-work, PHI, Staff Productivity, etc., executed.
• Key Person dependencies identified, and plans executed to manage.

You’ll Be an Ideal Candidate If You Have

• Minimum education a 3-year bachelor’s degree at a recognized RSA university, preferably B. Com, LLB (or equivalent law degree) or a business management degree / NQF 7.
• Minimum 6 years banking experience of which at least 1 year must be in a leadership role.
• To have good utilization and editing skills in MS Excel, MS Word, MS Teams and MS PowerPoint.
• To communicate professionally in English (emails / business letters / reports / memos / meetings / etc.).
• To be able to utilize FNB’s available AI resources like Co-Pilot and GPT@Work.

You Will Have Access To

• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.
• On going training and upskilling opportunities

End Date: July 26, 2025