Team Lead (Review)
Location: Boksburg, Gauteng
Offer: R17, 000.00 – R19, 000.00. Company benefits such as medical aid and pension are offered after successful completion of a 3-6 month probation period.
Available: Immediate / Negotiable
Type: Permanent

JOB PURPOSE:
Accountable for the monitoring and maintaining of the quality and accuracy of the ROC outputs to the customer service teams and to the end customer.
Manages the structure, work and outputs of the Review Team.
Ensures that the Review team reports are produced periodically and that the reports demonstrate the quality trends, common issues, actions required to correct any quality issues
Works with the Operations team leads to put in place corrective action plans to achieve the accuracy and quality levels agreed as part of the Regional Operations Centres KPIs and service levels
Office representative for both processes and reports

DIMENSIONS
Have a full understanding of all process and quality procedures on Sharepoint.
Responsible for the development of new and enhanced processes and reporting systems to reduce the issues identified by the Review team.
Performance management of the quality review team, ensuring:
o Files are completed in line with company guidelines.
o Files are completed in line with Customer specifications.
o Files are completed on time and priority is given accordingly.
o Provide team with updates and changes on programme guidelines or client specifications.
o Ensure staff are adequately trained for their roles.
Perform as part of the ROC Leadership team in Johannesburg to maintain the turnaround times and quality expected from the company customers
Any other duties assigned by the General Manager



JOB KNOWLEDGE, SKILLS & EXPERIENCE
Experience in a team lead role in a regional transaction or service centre
Holds a good understanding of process controls, process governance and continuous improvement methodologies
Experienced in the use of metrics and standard processes with high volumes of transactions and rapid turnaround times
Degree or above holder with at least 3 years supervisory experience / Minimum grade 12 qualification for South Africa.
Excellent communication skills both written and verbal
Ability to multi-task with good organisation skills with an ability to plan and execute
Acts with integrity
Excellent written and verbal English.
Resilient with an ability to work in a fast paced multi-task environment.
Good analytical skills and the ability to make informed decisions based judgement with good attention to detail.
Exceptional IT skills.
Flexible approach to working hours and travel.

JOB CHALLENGES
Maintain knowledge of International and specific Country Quality Standards.
Keep abreast of any changes to existing processes.
Working cross-culturally.
Ability to respond to colleagues in a fast paced environment ensuring Quality is maintained at all times.
Maintaining stability and engagement between Teams

Please take note that initial correspondence will be via email

Correspondence will be entered into with short-listed candidates
If you have not received a reply within 1 week please consider your application unsuccessful