Team Leader: Complaints Resolution (Collections) at Absa Group Limited (Absa)

Job Summary

• To supervise and monitor a team in ensuring the smooth running of the day to day service and client satisfaction to enable the team to meet contracted service level agreements. Support Manager with team.
• This is a shift-based role. To plan, manage and monitor the implementation of operations related activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

KEY RESPONSIBILITIES:

• Coach and mentor team members on a daily basis on how to improve their own productivity and use of the bank’s processes and systems.
• Manage the performance of the team by implementing appropriate actions as required by the Group’s Performance Development process
• Analyze and determine team member development needs. Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
• Establish and maintain a succession plan and developmental plan for the team to ensure coverage for all key roles and key man dependencies.
• Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
• Together with the line manager for the area, create effective workforce and recruitment demand plans to ensure current and future business requirements are met. Make recommendations on how resources could be reallocated in case of excessive workload.
• Review and update the team’s role profiles on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
• Manage day-to-day capacity, leave, attendance and overtime ensuring that leave plans are in place, minimum overtime and all requests are pre-approved
• Monitor overtime and ensure that it is kept to a minimum. Ensure that all overtime is pre-approved.
• Manage and maintain organization structures at least once a month by using Workday
• Engage with employees on a frequent basis, at least once a month where possible, and ensure, where required to obtain, support from Employee Wellness to assist the employee and the manager.
• Responsible for socializing new employees into the ways of working of the business area and the smaller team.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Train or instruct employees in job duties or company policies and house rules

​​​​​​​EDUCATION AND MINIMUM REQUIREMENTS:

• National Diploma or NQF level 6 qualification
• At least 3 - 4 Years general experience pertaining to Financial Institution
• At least 1 - 2 Years experience in a leadership role
• Experience in Debt Collection will be an advantage
• Experience in Complaints resolutions
• Complaints resolution: Take ownership of complaints allocated for investigation and resolution. Follow all steps as prescribed in the applicable Complaints Process/Policy as approved from time to time.
• Investigation of complaints: Assess all information that is obtained and determine the most appropriate resolution of the complaint, by taking into consideration, where applicable
• Stakeholder management: Ensure that expectations of complainants are managed through adequate feedback on the progress into the investigation and resolution of a complaint
• Finalisation of complaints: Finalise all complaints allocated by complying with all requirements prescribed by any Complaints Process or Policy applicable from time to time 

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)

End Date: March 28, 2026