Team Leader | Service Centre Operations & Customer Experience
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I am interested in opportunities aligned with my experience as a results driven Service Centre Team Leader within the banking sector. With over 17 years of experience at ABSA Bank across leadership, credit governance, FICA/AML compliance, and card operations, I bring a strong blend of operational excellence, regulatory expertise, and people centered leadership.
In my current role as a Service Centre Team Leader, I lead high performing operations and sales teams, consistently driving improvements in productivity, sales results, and service quality. I achieve this through clear performance targets, data driven decision making, and focused coaching. I have a proven ability to build engaged and accountable teams by developing individual capability, fostering a performance driven culture, and creating an environment where people are supported to perform at their best.
My leadership style is hands on, structured, and supportive, enabling strong conversion rates, SLA adherence, and positive customer outcomes. I am trusted to manage complex operational challenges, resolve escalations, and deliver sustainable results aligned with business objectives. I am comfortable operating in high volume, high risk environments where accuracy, quality, and compliance are critical.
My career progression at ABSA includes specialist roles in Credit Governance, Credit Card FICA, and Card Issuing Chargebacks. This exposure has strengthened my expertise in credit risk management, regulatory compliance, fraud prevention, and dispute resolution. I have a strong understanding of FICA, AML, SARB requirements, the National Credit Act, and internal governance frameworks, and I am highly detail orientated in managing audits, compliance controls, and sensitive customer matters.
I am analytical, resilient, and solutions driven, with the ability to balance commercial performance, customer experience, and regulatory discipline. I work effectively with stakeholders at all levels and adapt quickly to change in dynamic environments.
I am motivated by continuous improvement, people development, and delivering results that create value for both customers and the business. I would welcome the opportunity to contribute my leadership capability, operational expertise, and banking knowledge to an organisation that values performance, integrity, and customer excellence.
Leadership & Team Management:
Team Leadership | People Management | Coaching & Mentoring
Performance Management | KPI & SLA Management
Operations Management | Service Centre Management
Workforce Planning | Escalation Management
Stakeholder Management | Change Management
Credit Risk & Governance:
Credit Risk Management | Credit Governance
Credit Policy & Decisioning
Risk Assessment & Mitigation
Quality Assurance & Control
Regulatory Compliance | Internal Controls
Audit Support & Governance Reporting
FICA, AML & Compliance:
FICA Compliance | AML (Anti-Money Laundering)
Customer Due Diligence (CDD) | Enhanced Due Diligence (EDD)
Identity Verification & Document Validation
Regulatory Reporting | Fraud Risk Awareness
SARB Compliance | Ethical Governance
Card Operations & Chargebacks:
Card Issuing & Lifecycle Management
Chargeback Processing & Dispute Resolution
Visa & Mastercard Rules Compliance
Fraud Investigation & Transaction Disputes
Case Management & Evidence Preparation
Sales, Service & Customer Experience:
Objection Handling & Customer Retention
High-Volume Operational Environments
Analytical Thinking | Data-Driven Decision Making
Risk-Focused Problem Solving
Strong Verbal & Written Communication
Time Management & Prioritization
Results-Driven & Resilient
Business Management – NQF 7 – MANCOSA – 2026 – In Progress
Business Management – NQF 6 – MANCOSA I 2025
Management Skills Training – Certificate - Udemy I 2025
Generic Management – NQF 5 – Cornerstone I 2024
MS Excel 2019 Essentials – Level 1 – Impactful I 2023
Power BI Short Course – Level 1 – Impactful I 2023
MS Excel 2019 Data Analysis – Level 2 – Impactful I 2023
Practical Leadership Skills – Udemy I 2021
HR : Hiring Practices Certificate – UNISA I 2012
Matriculation – Rydalpark Secondary Kwa-Zulu Zatal I 2004
Anti-Money Laundering
National Credit Act Awareness (NCAA/NCAA01)
Code of Banking Practice (COBP)
Occupational Health and Safety (OHSA)
