Team Leader at FNB South Africa

Job Description

• To supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflow

Job Responsibilities

• Communicate and explain strategic updates, managerial decisions, policy and process changes, and any other notifications filtered top down, which reporting lines require to effectively execute duties. Team meetings to be held at regular intervals.  
• Proposes solutions to meet customer (internal and external) demands. Service Delivery and Stakeholder Management is a KPI. This relates to the flow of work through the various team functions and the management of stakeholders across the value chain, including Product Houses, Sales, Service and Remediations. It includes formal feedback assessed from internal stakeholders like sales and service heads. Professional liaison with internal and external. Independence, own initiative and confidence are required in interactions.  
• Deliver internal and external customer service excellence through adherence to quality service standards, including turnaround times (TAT) and Service Level Agreements (SLA). The SLA / TATs KPI is to ensure that SLA / TATs are met by the team.   
• Valid requests for urgency to be assessed, considered where possible, stakeholder expectations managed, and workflows prioritized.
• Manage operational risks in own area of responsibility. Report on affecting KPIs monthly to management. This includes, but is not limited to: 
• Irregular actions taken by Sales/Servie Channels as identified. 
• Invalid errors identified by the QA team 
• Ensure development and continuous value-add improvement to operational processes. Overview FirstMap processes in area of responsibility on an ongoing basis, consider efficiencies, automation, capacity reduction, best practices and innovation. Check if regular actions executed by team has a mapped and approved formal process and confirm accuracy of process against policies, regulations or identified best practices.  

Qualifications and Experience

• Any NQF 5
• 3-5 year’s related experience
• FNB system knowledge, like Hogan, Dynamics, Sigma, AOP, PowerBI, PEMS, Apollo, Workday etc. would be highly advantageous.

Additional Requirements

• To have good utilization and editing skills in MS Excel, MS Word, MS Teams and MS PowerPoint.
• To communicate professionally in English (emails / business letters / reports / memos / meetings / etc.).
• To be able to utilize FNB’s available AI resources like Co-Pilot and GPT@Work.

End Date: October 25, 2025