Corporate Service Centre Team Lead

Absa Group

Job Title: Corporate Service Centre Team Lead

Bring your possibility to life! Define your career with us

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

To provide specialist advise & support in the maintenance & analysis of banking activities & initiatives in order to provide accurate reports & information to relevant stakeholders, through the execution of predefined objectives as per agreed SOPs.

Job Description

Delivering Service and Sales Excellence
  • Actively encourage and personally demonstrate the delivery of excellent customer service in the Corporate Service Centre
  • Proactively manage level of customer service and satisfaction through providing excellent customer experiences during all customer interactions
  • Own the resolution of customer queries logged with your branch and aim to resolve all issues ate first point of contact.
  • Track the issuance of customer items such as cheque books, deposit slips etc- liaise with RMs where necessary to resolve queries and respond to clients
  • Ensure logging and tracking of all service requests, complaints and queries on BOC and provision of necessary MI for decision making
  • Help providing leads for Corporate banking products and maintain a database of these leads for BI, Pre-paid cards, Point of Sale and other related bank products
  • Maintain up to date knowledge of bank products and services to ensure professional handling of customer queries
  • Monitor Customer service and satisfaction as highlighted in various surveys and customer feedback
  • Work with the relationship team in developing and maintaining relationships with their portfolios
  • Plan and carry out a customer care visiting programme with Corporate & Business Banking Relationship Managers
  • Carry out customer satisfaction surveys as and when required to do so.
  • Be accountable for the branch look and feel and escalate any areas requiring attention.
  • Ensure that all customer requests such as cheque books and deposit book ordering including any customized stationary are handled professionally and that there are no undue delays
  • All work received by 14.30hrs is processed same day without exception
  • Ensuring that all MIS is compiled and submitted as and when required
  • Ensure the maximisation of BOC utilisation as a driver for customer service
  • Positive mystery shopping scores for the branch and NPS scores from clients
  • Demonstrable reduction in manual instructions processed by the branch
  • Drive conversions of Manual Processes instructions to Digital Channels (BI)


  • Provide leadership to all staff, achieving results through the performance management of direct reports and their effective performance management of their individual areas.
  • Develop and agree individual performance objectives, standards and targets with all direct reports.
  • Provide regular reviews of performance against agreed objectives, minimum quarterly, in line with performance management techniques.
  • Provide on going coaching and feedback to direct reports and individuals as appropriate, in line with Barclays Africa performance management techniques.
  • Ensure quality performance management processes and practices are undertaken in all areas under the control of the role holder.
  • Ensure timely and effective completion of AML and all assigned training by the team
  • Create a high performance environment driven by effective team working
  • Draw up performance and development plans for the team; quarterly review these plans and encourage self-development
  • Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
  • Establish and maintain a succession plan for the team
  • Ensure efficient and effective flow of work through the team, with appropriate hand-offs to and from Corporate and Business banking RMs and CSMs
  • Agree and sign Performance Develop plans with team members
  • Provide Coaching to team members
  • Timely Submission of PD’S and documentation of all coaching sessions
  • Develop plans with Head Client Servicing for the achievement of service and cost targets for the areas under the control of the role holder.
  • Formulate, agree departmental budgets and ensure that processes are in place to monitor performance against budget
  • In conjunction with team leaders, develop plans to ensure appropriate staffing numbers and capability to support all areas under the control of the role holder
  • Monitor and Control the controllable costs
  • Submission of Team financials
Compliance Management
  • Take responsibility for keeping self and team up to date with relevant compliance and rigor issues in the branch
  • Maintain all aspects of data integrity and recording
  • Ensure team maintains and meets other risk management requirements including controls and checks, fraud prevention, money laundering and internal audit requirements
  • Ensure full participation in units RCSAs and timely submission of results. No repeat findings
  • Ensure all regulatory requirements are adhered to
  • Ensure effective cash management, management of stock levels and prompt reporting of excess
Risk and Control
  • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk framework and internal Barclays policies and standards
  • National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)

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