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 Education 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 At Absa, our story is not a single narrative. It's thousands of individual journeys unfolding across Africa and beyond.From colleagues serving customers in local communities to teams shaping financial solutions across borders, Absa is built on people who bring their lived experiences, ambitions and perspectives into the workplace every day. Whether you're starting your career, a seasoned leader or somewhere in between, your contribution is seen, valued and connected to something bigger.Our presence across Africa - which spans personal and business banking, corporate and investment banking, wealth and investment management, and insurance - exists because of the people who show up in their roles with purpose. Across Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda and Zambia, our colleagues are shaping what Absa becomes in each market.Beyond the continent, teams in global offices and a technology hub support and extend the stories that prove that African talent can lead, influence and innovate on the global stage.At Absa, your story matters because progress is driven by human experience, not hierarchy. When people are enabled to bring their whole selves to work, they don't just build careers. They help shape the future of Africa's financial services landscape.