Team Leader: Contact Centre

Nedbank is inviting applications for a Team Leader: Contact Centre position within its Operations team in Durban, KwaZulu-Natal.

Job Details

Position: Team Leader: Contact Centre
Company: Nedbank
Location: Nedbank Park Square, 9 Park Avenue, Umhlanga Rocks, Durban
Career Stream: Operations
Leadership Pipeline: Manage Others
FAIS Affected: Yes
Reference / Req ID: 147320
Closing Date: 24 September 2026

Job Purpose

The successful candidate will be responsible for leading and managing a team of administrators to ensure that internal and external client instructions are processed accurately, efficiently and within agreed service levels.

Key Responsibilities

• Lead, manage and motivate a team of administrators.
• Allocate work and ensure clear accountability within the team.
• Ensure transactions and client instructions are processed within agreed SLAs and turnaround times.
• Monitor the quality and accuracy of work and take corrective action where necessary.
• Manage employee performance through clear objectives, feedback and performance agreements.
• Coach and mentor employees to address performance and development gaps.
• Build effective relationships with internal and external stakeholders.
• Maintain a strong client-service culture and promote customer satisfaction.
• Identify opportunities for process improvement and operational efficiency.
• Encourage innovation, knowledge sharing and teamwork.
• Identify training and development needs for employees.
• Support recruitment, onboarding, talent development and retention.
• Manage operational expenses within the approved budget.
• Ensure compliance with relevant processes, governance, risk controls and regulatory requirements.
• Support Nedbank’s transformation and culture-building initiatives.
• Lead by example and promote Nedbank’s values within the team.

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Minimum Requirements

Experience

• At least 2 years’ Team Leader or leadership experience.
• Experience in a banking or insurance environment.

Qualifications

• Matric / Grade 12 / National Senior Certificate.
• NQF Level 5 FAIS qualification.

Certification

• RE1 Certificate.

Technical Knowledge

Knowledge of the following will be beneficial:

• Business administration and management
• Client service management
• Financial accounting principles
• Governance, risk and controls
• Operations planning
• Project management principles
• Regulatory requirements
• Service Level Agreements
• Communication strategies
• Diversity management

Key Competencies

• Coaching
• Customer focus
• Decision-making
• Building talent
• Influencing
• Planning and organising

Closing Date

24 September 2026

Contact

For recruitment assistance, contact the Nedbank Recruiting Team:

+27 860 555 566

Important: Applicants should verify the vacancy and application process through Nedbank’s official recruitment channels. Never pay a fee to apply for a legitimate job opportunity.