Service Centre Team Leader - Mzuzu Digital

Service Centre Team Leader- Mzuzu Digital

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

To ensure the effective functioning of the Service Centre (Point of Representation), including all operational aspects such as cash management, security, and compliance, while driving sales and service objectives to deliver an exceptional client experience. The role encompasses enforcing KYC and AML standards, supervising and coaching staff, managing liquidity and risk controls, and implementing process improvements. The Team Leader will also monitor performance metrics, resolve escalated client queries, and support change initiatives to maintain operational excellence and regulatory adherence.

Qualifications

Qualifications and Experience Required

• First Degree in Business, Commerce, or a related field.
• 3–5 years' experience in frontline banking operations, including sales and service delivery.
• Strong knowledge of Know Your Customer (KYC), Anti-Money Laundering (AML), and compliance standards within branch operations.
• Demonstrated ability to manage cash operations, security, and risk controls effectively.
• Experience in customer relationship management, including resolving escalated queries and driving service excellence.
• Proven capability in team supervision, coaching, and performance management in a branch or Service Centre environment.
• Familiarity with branch processes, systems, and cross-functional coordination to ensure operational efficiency.

Key Responsibilities

• Ensure smooth functioning of the Service Centre, including cash management, security, and adherence to operating procedures.
• Drive frontline sales and service objectives, ensuring excellent client experience and migration to appropriate channels.
• Enforce KYC, AML, and Financial Advisory and Intermediary Services Act (FAIS) requirements for all transactions and client onboarding, ensuring full regulatory compliance.
• Identify and mitigate operational risks, monitor fraud indicators, and maintain audit readiness.
• Lead and coach the team on performance, training, and compliance standards to maintain a high-performance culture.
• Oversee cash availability, balancing, and reconciliation to meet customer requirements and minimize operational risk.
• Implement process improvements, support change initiatives, and ensure adherence to best practices for efficiency.
• Track and report key metrics such as transaction volumes, service turnaround times, and compliance indicators to management.

Additional Information

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Directing People
• Making Decisions
• Providing Insights

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Customer Acceptance & Review (Consumer Banking)
• Customer Understanding (Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)