Team Leader, Personal Lending Collections at Standard Chartered Bank

JOB DESCRIPTION

Manage and monitor the behaviour and performance of the Credit Recoveries and Rehabilitation Agents in line with Standard Bank’s values and standards. Responsible for  coaching, performance management, upskilling  and staff development of the Agents. To act as the first point of escalation for customer default issues and complaints. To be accountable for the execution of the tactical and operational plans aligned to business unit strategy.
To effectively manage the working environment (i.e. ergonomics, availability of resources, tools and infrastructure etc.)

QUALIFICATIONS

Minimum Qualifications

• Type of Qualification: Matric, Diploma or Degree

Experience Required

• 1 - 2 Years Sales & Service Experience
• Internal to SBSA : 6 months exposure of leadership aligned to Personal Development Plan.
• External to SBSA: 2 years’ experience in Leading a team.   
• Advantageous: 3 - 4 years’ experience in Customer Credit / Collections

ADDITIONAL INFORMATION

Behavioural Competencies:

• Making Decisions
• Directing People
• Resolving Conflict
• Establishing Rapport
• Producing Outputs
• Examining Information
• Upholding Standards

Technical Competencies:

• Contact Centre Customer Relationship Management
• Electronic Communications and Devices
• Verbal Communication
• Legal Knowledge
• Microsoft Office Suite
• Holding People Accountable
• Growing Capability