Team Leader, Financial Services
In this role, you will be responsible for leading a team of Remediation officers within the Business Banking domain. The Remediation Team is responsible for remediating the accounts as per the defined procedures, ensuring a high level of quality assurance with every interaction.
The Team Manager will be responsible for inspiring the team to learn, develop and continually grow to deliver effective remediation outcomes for our customers. More specifically, as the Team Manager, you will be responsible for:
- Manage Team of approximately 15 team members, primarily in the office environment and work from home set-up if applicable
- Managing day to day operations and delivering on agreed process metrics/contractual obligations in a timely and efficient manner
- Report on progress against program milestones to stakeholders, including interpreting data to drive better performance outcomes for the Remediation team
- Assess the training, mentoring and coaching requirements and be able to provide the required training on an ongoing basis
- Ability to lead and deliver change initiatives for our teams, often handling multiple exceptions and process changes at the same time
- Ability to analyse and streamline processes by driving a culture of continuous process improvements
- Understanding of the client Quality Assurance Framework to ensure all quality assurance activities are scheduled appropriately and considers all dependencies to ensure delivery to agreed timelines
- Ability to perform Quality Assurance checks and loop back the feedback from the Quality Assurance as a learning for the team
- Ability to identify anomalies / exceptions and liaise with the clients on redressal of the anomaly
Qualifications:
- University Degree
- MBA preferred, not required
In addition to the qualification, you will have the following experience:
- Proven track record as a team leader, operating in a high volume and tight timeline environment to meet Service Levels
- Relevant team managing experience in Financial Services.
- In-depth experience in financial services domain, Business Banking preferred
- Excellent verbal, written and interpersonal skills
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Last updated on Jul 23, 2021