Team Leader of Financial Services at SIGMA | Apply Now!

🧾 Job Details

🏢 Company: Sigma
📌 Job Title: Team Leader – Financial Services
🆔 Job ID: 2025-2418
📍 Location: Woodstock, Cape Town, Western Cape, South Africa
💼 Employment Type: Permanent
📊 Industry: Customer Service / Financial Services
👥 Number of Openings: 1

🏢 About Sigma

Sigma is a people-first organisation recognised by the Sunday Times as one of the Best Places to Work for three consecutive years. Guided by its mission to #ImproveEverythingAlways, Sigma delivers exceptional outsourced customer experience solutions across multiple industries while prioritising employee wellbeing, growth, and inclusion.

Joining the Sigma Family means becoming part of a values-driven organisation committed to excellence, sustainability, diversity, and continuous improvement.

💼 Role Overview

As a Team Leader – Financial Services, you will lead a team of Customer Advisors within a regulated financial services environment. Reporting directly to the Service Delivery Manager, you will be accountable for driving operational excellence, performance management, and regulatory compliance, with a strong emphasis on Treating Customers Fairly (TCF).

This role requires a hands-on leader with proven experience in loans or collections, preferably within a UK-based financial services context, who can motivate teams, manage performance, and maintain high-quality service delivery.

🛠️ Key Responsibilities

📞 Lead, coach, and develop Customer Advisors to achieve high performance and quality standards
📊 Drive productivity, utilisation, and KPI achievement in line with internal and client SLAs
📅 Manage staffing, scheduling, attendance, and workforce optimisation
🧭 Set clear performance, quality, and development goals with team members
📈 Identify performance barriers and implement corrective actions
🧑‍🏫 Provide ongoing coaching, mentoring, and feedback aligned to Sigma’s performance framework
⚖️ Address people-related matters including absenteeism, conflict resolution, and disciplinary processes
🧾 Ensure strict adherence to regulatory, compliance, and company policies
🤝 Maintain professionalism and promote a positive, inclusive team culture

🎯 What You Will Bring

💡 Experience in loans and collections (advantageous if UK-based)
📚 Strong understanding of managing agent performance in line with policy and regulatory standards
🛠️ Ability to analyse performance data and implement improvement initiatives
📞 Proven capability in resolving customer and agent complaints effectively
🧠 Up-to-date knowledge of financial products, services, and operational requirements
📅 Strong planning, scheduling, and workforce management skills
💻 Competence in Microsoft Office (Word, Excel, Outlook, PowerPoint)

🎓 Minimum Requirements

✔️ 1–2 years’ experience in loans or collections
✔️ 1–2 years’ experience in a Team Leader or supervisory role
✔️ Demonstrated experience in coaching, mentoring, and developing others
✔️ Experience managing KPIs, performance improvement plans, and SLAs
✔️ Strong written and verbal English communication skills
✔️ Ability to remain resilient and solution-focused in high-pressure environments
✔️ Flexible, adaptable, and improvement-driven mindset

🌟 Benefits of Being Part of the Sigma Family

📈 Career development and internal promotion opportunities
🏆 Monthly, quarterly, and annual recognition awards
💆 Employee Assistance Programme (EAP) and Mental Health First Aiders
🌳 A personal tree planted in the Sigma Forest upon passing probation
📁 Comprehensive medical insurance and group life cover
🚗 Transportation benefits, including employee shuttle services
💻 Internal social platform to collaborate and connect
💙 Inclusive, diverse, and equal-opportunity workplace

📝 CV Tips

• Highlight team leadership and performance management experience

• Include examples of coaching, KPI achievement, and SLA delivery

• Emphasise experience in loans, collections, or financial services

• Demonstrate your ability to manage people-related issues professionally

• Keep your CV clear, structured, and results-focused

🏛️ Company Policy & Recruitment Process

Sigma follows a simple and transparent recruitment process. Applications are reviewed based on role-specific criteria, and shortlisted candidates will be contacted directly. Appointments are made in line with operational requirements, internal policies, and employment equity principles.

Sigma reserves the right not to proceed with the appointment.