Business Unit: Discovery Bank
Function: Client Service
Date: 31 Jul 2025
About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Bank
Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem- solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.
Job Purpose
The Team Leader Coach supports a high performing team of Bankers and manages monthly targets within SLA and sets a quality standard. The incumbent also facilitates and drives projects from initiation to completion as well as initiates innovative solutions to gain efficiency. The role focuses on continuous improvement and customer-centricity across all service channels, including AI-powered chat, call centre operations and escalation management.
The Team Leader Coach supports a high performing team of Bankers and manages monthly targets within SLA and sets a quality standard. The incumbent also facilitates and drives projects from initiation to completion as well as initiates innovative solutions to gain efficiency. The role focuses on continuous improvement and customer-centricity across all service channels, including AI-powered chat, call centre operations and escalation management.
Areas of responsibility may include but are not limited to:
- Leading and building, dynamic high-performance teams who are multiskilled and operationally agile
- Agile coaching approach to improve both digital and human-led support interactions
- Drive new initiatives and changes within the team via change management processes
- Stay informed on fintech trends, cybersecurity practices, and digital compliance standards
- Act as a digital ambassador, encouraging digital adoption within your team and broader client service community
- Identify knowledge and skills gaps within their team through performance trend analysis and focus on increasing staff skills through targeted coaching
- Strategize, plans, design and conduct coaching interventions monthly that focus on closing identified gaps across the team
- Collaborate and share best practices and learnings with peers and other stakeholders to benefit the whole client service business
- Represent bank client services in different external forums by consistently articulating bank principles in building bank processes
- Consolidating and presenting team reports on performance, new initiatives, operational & people challenges in Manco’s
- Ensures awareness and knowledge of new systems functionality, review of SOP’s, products are embedded within the team
- Identify and reduce friction points that lead to escalations
- Ensure admin related to FAIS requirements, coaching, meetings and change management aspects are documented and saved centrally for auditing purposes
- Monthly incentive auditing, reviews and submissions to ensure accurate remuneration of bankers including monthly feedback in this regard
Special Conditions
- Full time, in office position
- Flexibility to work shifts, Monday to Sunday, including evenings, weekends and public holidays (24/7/365)
Experience & Education
- A bachelors degree with subjects relating to commerce
- Atleast 2-4 years working experience in a call centre environment including 1-2 years’ experience in the financial or banking industry
- 2-3 years leadership experience is advantageous
- Studying towards FAIS accreditation is advantageous
Personal attributes and Skills
- Passionate about leading, growing and developing people
- Digitally savvy and eager to learn about promote new technologies
- Motivating self, team and others as leadership is shared in the environment
- Influencing and persuading
- Excellent time management
- Detail focused with a commitment to accuracy and quality
- Pro-active / Taking initiative
- Ability to work under pressure
- Analytical thinking / problem solving
- Adaptable and thriving in a fast-paced environment
- Deadline conscious
- Knowledge of Excel, MS word, MS outlook, MS PowerPoint, Chat GPT and all new AI tools
- Strong interpersonal skills
- Ability to work independently with minimal supervision, as well as within a group
- Coaching skills
- Presentation and facilitation skills
- Knowledge of best practice in operations and leadership advantageous
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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