Job Description

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

At OM Bank, we strive to attract great people who are passionate about coming together for a higher purpose- building something unique and aspirational, always aiming to be the best they can be. We are rooted in our purpose of

inspiring and enabling our customers to grow and sustain their prosperity.

The team leader role is responsible for managing the implementation of processes, systems, and infrastructure to ensure high quality and timeliness of operations in areas such as account services, international securities, transaction processing, and loan support/credit approval.

Responsibilities

Operations Management

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Leadership and Direction

• Explain the local action plan, to support team members in their understanding of what needs to be done, and how this relates to the broader business plan and the organization's strategy, mission, and vision; motivate people to achieve local business goals.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Retail Service Operations

• Provide more complex or nonstandard service operations. May sometimes act as a first-line supervisor of a transactional operations area.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Improvement/Innovation

• Implement improvements and provide feedback on them.
• Use change management systems and protocols to provide routine support services.

Recommendations

• Provide information and clarification on existing procedures, processes, and precedents.

Internal Communications

• Use the internal communications system to access specific information.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization from a manager for any exceptions from mandatory procedure.

Requirements

• Matric
• Relevant degree in business, finance or a related field (preferred)
• Minimum 5+ years in banking customer service environment
• Experience managing multiple contact centre KPIs
• Exposure to CRM Systems – Salesforce and AWS
• Exposure to AI in a servicing environment

Competencies

• Banking Contact Centre Experience
• Team Leadership Experience
• Digital Servicing Experience
• KPI & Performance Management
• Coaching & Development
• Digital Adoption & Change Leadership
• Risk & Compliance Knowledge

Skills

Action Planning, Backlog Management, Change Management, Data Compilation, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Organizational Design, Policies & Procedures, Professional Presentation, Project Budget Management, Project Delivery Management, Readiness Assessments

Competencies

Communicates Effectively

Customer Focus

Directs Work

Drives Engagement

Drives Results

Ensures Accountability

Financial Acumen

Manages Complexity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

15 September 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!