Team Leader: Operations & Administration

Empowering Africa's Tomorrow, Together…One Story At A Time

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

The Team Leader: Home Solution Specialists is responsible for coordinating, planning, and overseeing the accurate and timeous execution of all production activities related to home loan applications received from internal and external business partners. The role ensures operational efficiency through effective queue and workload management, colleagues' performance optimization, quality assurance, and adherence to organizational policies and Standard Operating Procedures (SOPs). This position plays a critical role in ensuring the delivery of consistent, compliant, and customer-centric outcomes, while fostering a culture of continuous improvement, professional growth, and operational excellence.

Job Description

1. People Management & Leadership

• Lead, motivate, and inspire a team of Home Solution Specialists to consistently meet business objectives and key performance targets.
• Conduct regular coaching, mentoring, and performance development discussions to build capability and ensure continuous colleague growth.
• Manage performance concerns, disciplinary matters, and all employee-relations issues in line with HR policies and labour legislation.
• Promote a collaborative, high-performance culture centered on accountability, service excellence, and operational discipline.

2. Operational & Queue Management

• Oversee the daily allocation and management of workloads across multiple production queues to ensure service levels, turnaround times, and accuracy standards are met.
• Monitor capacity and resource utilization to optimize productivity, reduce bottlenecks, and achieve throughput targets.
• Escalate and address operational challenges proactively, ensuring minimal impact to customer outcomes or service delivery.
• Coordinate overtime requirements based on business demands while managing cost efficiency and colleague wellbeing.

3. Quality Assurance, Compliance & Risk Management

• Ensure adherence to all internal control frameworks, regulatory requirements, and compliance standards throughout the home-loan processing lifecycle.
• Conduct quality assessments, identify process or knowledge gaps, and implement corrective actions or remediation plans.
• Facilitate regular refresher training sessions to uplift technical competency, reduce error rates, and drive consistent application of SOPs.
• Champion a risk-aware culture by ensuring colleagues understand and comply with all audit, regulatory, and operational risk mandates.

4. Continuous Improvement & Operational Excellence

• Identify inefficiencies, recurring errors, and process constraints, and propose enhancements to improve system, process, and workflow effectiveness.
• Support the implementation of change initiatives, new procedures, and revised guidelines to enhance the customer and colleague experience.
• Provide insights and feedback to management on trends, system issues, and improvement opportunities that impact production performance.

5. Administration, Reporting & Governance

• Oversee accurate record keeping, administrative compliance, and the maintenance of up-to-date procedural documentation.
• Track and report on daily, weekly, and monthly operational performance, including volumes, turnaround times, productivity trends, quality outcomes, and colleague performance.
• Analyse data to identify variances and operational risks, recommending interventions where required.
• Ensure timely completion of compliance training, leave management, absenteeism tracking, and other governance requirements.

6. Stakeholder & Relationship Management

• Build strong relationships with internal and external partners, including Sales, Credit, Risk, Fulfilment, and other support areas, to ensure seamless end-to-end processing.
• Manage escalations professionally, ensuring swift resolutions without compromising internal controls or customer outcomes.
• Represent the team in operational meetings, contributing insights and updates to improve inter-departmental collaboration.

Key Competencies

• Leadership & People Development
• Operational & Queue Management
• Analytical Thinking & Problem Solving
• Quality & Compliance Orientation
• Decision Making & Accountability
• Communication & Relationship Management
• Planning, Prioritization & Execution

Higher Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised