Technical Support Analyst Team Leader

Job Classification

Requisition- 136638 - Melissa Cloete

Cluster - Nedbank Wealth Cluster - Nedbank Insurance Division - Business IT Enablement

Location - Johannesburg (Hybrid)

Closing Date - 8 November 2024

Please Note:- Preference will be given to applicants from Underrepresented Groups

Job Family

Career Stream

Leadership Pipeline

FAIS Affected

Job Purpose

To manage a team of technical subject matter experts and team leaders in support of stated objectives. To deliver frontline team results through enabling others. 

Job Responsibilities

• Achieve client satisfaction objectives in support of strengthened business IT collaboration.
• Support and improved delivery capabilities by building sound professional relationships, understanding and consistently meeting client needs.
• Support standardised process delivery and ensure increased capacity delivery.
• Deliver results by building trusting working relationships with other departments and teams.
• Build sound professional relationships with suppliers and stakeholders.
• Ensure proper financing of function by providing input into the compilation of budget for cost centre, in line with Finance requirements, based on planned projects and deliverables.
• Ensure that planned projects and deliverables for the year are achieved within planned budget.
• Meet quality and turnaround standards in line with Group Technology (GT) strategic plan.
• Circumvent penalties imposed by third party agencies.
• Ensure self and team improve efficiency and productivity month on month in line with departmental strategic plans by "doing more with less".
• Ensure transformational targets are met.
• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
• Stay abreast of developments in field of expertise, ensuring personal and professional growth.
• Improve results and address issues raised in culture surveys.
• Deliver a worldclass service by creating a client service culture. Achieve operational excellence and support the implementation of business optimisation improvement.
• Add value to the business by encouraging team to generate innovative ideas and by sharing knowledge. Improve team efficiency and effectiveness year on year by managing business performance for a designated team of people.
• Achieve business performance targets within required risk and compliance parameters through planning and organising.
• Improve delivery capacity of team. Ensure work reviewed, executed, corrective actions implemented.
• Ensure effective and efficient operation of area in support of standardised delivery processes through systems, processes, standards, protocols, and procedures implemented. Improve service delivery in support of strengthened business IT collaboration.
• Meet all agreed risk and compliance targets and implement mitigation plans.
• Manage performance of staff by implementing performance agreements and ensuring a clear vision.
• Mentor and coach staff on identified performance gaps.
• Ensure that Business Unit stays abreast in field of expertise and deliver on the expectations from stakeholders by tailoring development needs as identified.
• Create environment of teamwork, keeping staff informed and encouraging participation in decision making processes and motivating staff to perform and contribute to the success of the business.
• Identify talent pool through conducting career conversations and using the talent grid principles and developing talent retention programmes.
• Ensure self and staff understand and embrace the Nedbank vision and values ,by leading by example.
• Manage the onboarding process of new employees.

Essential Qualifications - NQF Level

Preferred Qualification

IT related Degree/Diploma

Minimum Experience Level

• 5 years IT Support Experience
• Strong understanding of Digital/Data/Robotic applications
• Ability to create clear/concise documents and reports
• Proven people management ability and experience

Technical / Professional Knowledge

Behavioural Competencies