Team Leader

Job Description: Join a dynamic and innovative team where your expertise and passion will drive customer satisfaction and operational excellence. As a Customer Support Team Leader, you’ll play a critical role in ensuring high standards of service and compliance while leading a motivated team in a fast-paced environment.

What You’ll Do:

• Reporting Accuracy: Ensure the accuracy of daily, weekly, and monthly reporting statistics to your manager.
• Team Training: Train teams to effectively handle account queries, audit queries, and account updates.
• Compliance: Ensure compliance with company policies regarding customer and branch deposits, approvals, and fund allocations. Adhere to internal control procedures and report deviations and corrective actions.
• Risk Management: Work closely with internal audits to identify potential risks, propose, and implement interventions to mitigate them.
• Error Minimization: Minimize errors in administration and ensure that the team adheres to customer service principles.
• Staff Management: Ensure the department is optimally staffed, manage performance reviews, and implement strategies to handle poor performance.
• Quality Targets: Achieve and improve quality targets, identify and address shortfalls.
• Customer Service: Promote the company brand and image through excellent customer service, resolve queries promptly, and reduce customer/audit query rates.
• Motivation & Teamwork: Foster a positive work environment, review training needs, and implement motivational strategies.
• Interdepartmental Coordination: Collaborate with other departments to understand dependencies and ensure accurate processing of deposits, withdrawals, and queries.
• Monitoring: Oversee the allocation of deposits, handle unaccounted transactions, ensure timely processing of withdrawals, and monitor agents’ tasks and performance.
• Ad Hoc Duties: Assist with ad hoc journal credits, verify payments, and manage various other tasks as required.

You Bring:

• Experience: Minimum of 1 year in a similar role within a fast-paced customer support environment.
• Skills: Proficiency in MS Office; experience in customer service and contact centers.
• Knowledge: Understanding of financial products and services; finance experience is advantageous.
• Certification: Financial diploma/degree is advantageous.
• Attributes: Strong communication skills, ability to manage sensitive information, and experience working with demanding targets and tight deadlines.

What We Offer:

• Growth Opportunities: Embrace challenges and grow with our development plans and vibrant culture.
• Dynamic Environment: Work in a fast-paced industry with a team eager to achieve goals.

Apply Now to be a key player in delivering exceptional customer service and driving operational success.