Frontline and Performance Team Leader Job at The Foschini Group – in Parow, Western Cape

Job Description

Job ID: 7230

Position Type: Full-Time

Job Function: Finance / Accounting

Workplace Type: Head Office

Division: Not Indicated

Province: Western Cape

Location: Cape Town North

Suburb: Parow (Parow)

Position Description:
Frontline and Performance Team Leader

The Frontline and Performance Team Leader is responsible for the administration and management of processes, SLAs and performance of the service management systems and tools as well as the managing of Frontline service and the Frontline services team.

This role will be responsible for assisting the Service Manager with the development of service level agreements. This entails monitoring and evaluating SLA breaches, customer queries and reports; identifying root causes and providing recommendations for business improvement; managing escalations, breaches and quality issues highlighted by customers and ensuring expedited resolution.

The Frontline and Performance Leader is responsible for ensuring accurate and timeous assigning of Service requests and capturing of mandatory information thereby assisting efficient and timeous resolution of requests across the Fuse. This includes rendering first line administration support across the spectrum of the Fuse, both for HR and Finance.

This role will lead Finance and an HR Services team to deliver operational excellence and ensure efficient and effective service delivery according to defined Service Level Agreements in a high-volume Shared service environment. The role will interact with internal and external customers (employee and business).

Job Requirements

Skills and attributes

IT Skills and managerial experience within a service delivery and management environment

Good interpersonal and communication skills

Strong verbal reasoning skills

Strong analytical reasoning skills

Knowledge of service management practices

Driven by a customer centric approach with a high service delivery mindset.

Ability to work under pressure


Problem solving abilities


5 years functional experience in service management and 3 – 5 years managerial experience

Knowledge of business optimisation is an advantage


Business Management or relevant Degree advantageous

Key Performance Areas

Proactively monitor and communicate potential SLA breaches to relevant managers;

Evaluate customer (employee) complaints and escalate to the correct individual for quick resolution;

Investigate root cause of SLA breaches and advise on recommendations for correction;

Monitor and ensure team is delivering within SLA by assigning requests accurately as per relevant guidelines;

Monitor Standard Operating Procedures and prepare reporting on queries or deviations where required;

Provide feedback to the Service Manager for continuous improvement;

Monitor and track service level agreements;

Conduct a gap analysis and identify development areas in the service management processes and systems;

Conduct research to identify best practice service management frameworks;

Update and document policy and procedure changes within the governance model;

Following consultation, amend service levels for customers/parties;

Conduct research and analysis to identify gaps in current processes & delivery;

Identify root causes and recommendations for improvement;

Assist the Service Manager to develop optimisation initiatives in order to maximise process outcomes at TFG;

Ensure effective planning of frontline workforce modelling to ensure Frontline is optimally resourced to deliver on SLA guidelines;

Monitor and communicate adherence to workforce schedules;

Conduct QA samples and communicate trends and corrective action for non-compliance by Frontline to Service Manager and Frontline team;

Provide data on team and individual productivity within Fuse and Frontline Services to Relevant Managers;

Manage the Frontline Finance and HR teams;

Ensure all tickets/ requests received by the Front desk are resolved or assigned/ allocated to the respective teams in a timeous manner.

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

About Company

Company: The Foschini Group –

Company Location:  Parow, Western Cape

About The Foschini Group -