Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

We are seeking a dynamic and customer-focused Team Leader, Customer Service at our Zanzibar branch. As a Team Leader, you will play a crucial role in guiding and motivating our customer service team to deliver exceptional support to our valued clients.

Lead and supervise a customer service consultant(s), ensuring high-quality service delivery and customer satisfactionDevelop and implement customer service strategies and processes to enhance overall performanceMonitor team performance, provide constructive feedback, and conduct regular coaching sessionsHandle escalated customer issues and complaints, finding effective solutionsCollaborate with other departments to address customer concerns and improve service qualityAnalyze customer service metrics and prepare reports for upper managementIdentify training needs and organize skill development programs for team membersEnsure adherence to bank policies, procedures, and service standardsFoster a positive and motivating work environment that promotes teamwork and continuous improvement

Qualifications

Qualifications

3-5 years of customer service experience, with 1-2 years in a leadership or supervisory role

Strong leadership and team management skills, with the ability to motivate and inspire othersExcellent communication and interpersonal skills, both verbal and writtenProven problem-solving abilities and decisive decision-making skillsProficiency in customer service software and CRM systemsStrong time management and organizational skillsCustomer-focused mindset with a deep understanding of customer service best practicesBachelor's degree in Business Administration, Communications, or related field (preferred)Customer service certifications are a plusAbility to work in a fast-paced environment and adapt to changing priorities

Additional Information

Behavioural Competencies:

Adopting Practical ApproachesArticulating InformationChallenging IdeasConvincing PeopleDirecting PeopleExploring PossibilitiesFollowing ProceduresGenerating IdeasMaking DecisionsProducing OutputProviding InsightsUnderstanding People

Technical Competencies:

Application & Submission Verification (Consumer Banking)Banking Process & ProceduresCustomer Acceptance & Review (Consumer Banking)Customer Understanding ( Consumer Banking)ProcessingProduct Knowledge (Consumer Banking)