Team Leader Coach at Discovery Limited

Job Purpose 

• The Team Leader Coach supports a high performing team of Bankers and manages monthly targets within SLA and sets a quality standard. The incumbent also facilitates and drives projects from initiation to completion as well as 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 who 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 broader client service community
• Identify knowledge and skills gaps within their team through performance trend analysis and focus on increasing staff skills through targeted coaching
• Strategize, plans, design and conduct coaching interventions monthly 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
• Consolidating and presenting team reports on performance, new initiatives, operational & people challenges in Manco’s
• Ensures awareness and knowledge of new systems functionality, review of SOP’s, products are embedded 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

• Full time, in office position
• Flexibility to work shifts, Monday to Sunday, including evenings, weekends and public holidays (24/7/365)

Experience & Education

• A bachelors degree with subjects relating to commerce
• Atleast 2-4 years working experience in a call centre environment including 1-2 years’ experience in the financial or banking industry
• 2-3 years leadership experience is advantageous
• Studying towards FAIS accreditation is advantageous

Personal attributes and Skills

• Passionate about leading, growing and developing people
• Digitally savvy and eager to learn about promote new technologies
• Motivating self, team and others as leadership is shared in the environment
• Influencing and persuading
• Excellent time management
• Detail focused with a commitment to accuracy and quality
• Pro-active / Taking initiative
• Ability to work under pressure
• Analytical thinking / problem solving
• Adaptable and thriving in a fast-paced environment
• Deadline conscious
• Knowledge of Excel, MS word, MS outlook, MS PowerPoint, Chat GPT and all new AI tools
• Strong interpersonal skills
• Ability to work independently with minimal supervision, as well as within a group
• Coaching skills
• Presentation and facilitation skills
• Knowledge of best practice in operations and leadership advantageous