Team Leader – Financial Services

As a Team Leader, you will be responsible for leading a team of Customer Advisors, driving exceptional operational performance while ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly. You will report directly to the Service Delivery manager

📍 Cape Town

Lead. Inspire. Deliver Results.

Are you a commercially focused Team Leader with a track record of driving performance, developing high-performing teams, and delivering exceptional customer outcomes within financial services?

At Sigma, we're looking for an exceptional Team Leader to lead a high-performing financial services team, driving performance, compliance, customer satisfaction and operational success in a fast-paced BPO environment.

This is an opportunity to join an award-winning business where your leadership will directly impact team performance, colleague engagement, customer experience and the achievement of client objectives.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you'll get

📈 Career development and opportunities to apply for internal promotions following your probationary period.

🏆 Monthly, Quarterly, and Annual awards with marvelous prizes.

💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

🚗 Transportation Benefits – Accommodate by making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.

🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

💻 Join communities and collaborate with your colleagues on our internal Social Media platform.

💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family. 

What Your Day-to-Day Will Look Like

As a Team Leader, you will take ownership of a high-performing financial services team, leading, coaching and developing Advisors to consistently deliver outstanding customer service, quality and performance results. You will drive team success through effective leadership, performance management, employee engagement and continuous improvement, ensuring all operational, client and compliance objectives are achieved.

You'll:

• Lead, motivate and inspire Advisors/Agents to achieve service, quality, productivity and customer outcome targets.
• Drive team performance through effective people management, data analysis and informed decision-making.
• Create and maintain a high-performance culture by promoting accountability, ownership and continuous improvement within the team.
• Drive colleague engagement initiatives and action plans that improve employee satisfaction, strengthen retention and support team success.
• Build and maintain positive working relationships with internal stakeholders, clients and support departments.
• Conduct regular coaching, feedback and performance management sessions to develop team capability and ensure accountability for results.
• Support the delivery of operational objectives and client requirements while ensuring excellent customer experience standards.
• Ensure compliance with company policies, FCA regulations (where applicable), quality standards and operational procedures within the team.
• Monitor team performance against key performance indicators (KPIs) and implement corrective actions where required.
• Manage team attendance, scheduling, leave requests and adherence to workforce planning requirements.
• Identify talent within the team, support development plans and contribute to succession planning initiatives.
• Recognise opportunities for performance improvement and implement actions that increase productivity, quality and customer satisfaction.
• Work closely with Workforce Planning, Training, Quality Assurance, Compliance and HR teams to optimise operational performance.
• Support performance recovery plans and contribute to operational improvement and business growth initiatives.
• Deliver regular team meetings, one-to-one sessions and performance reviews to ensure clear communication and alignment with business goals.
• Act as the first point of escalation for customer, process and people-related issues, ensuring timely resolution and effective risk management.
• Foster a positive, inclusive and collaborative team environment that supports employee wellbeing and engagement. 

Who We're Looking For

You're an experienced leader who knows how to balance commercial performance with compliance, people development and exceptional customer outcomes. 

You'll ideally bring:

• Minimum of 1 year of experience in a Team Leader role within a contact centre/BPO environment (Essential).
• Minimum of 1 year of experience within Financial Services in a BPO environment (Essential).
• Previous experience supporting UK-based clients or campaigns within a BPO environment (Essential).
• A proven track record leading large-scale contact centre or financial operations.
• Experience stabilising operations and delivering sustainable performance improvements.
• Strong understanding of FCA and regulatory requirements.
• Excellent commercial acumen with responsibility for revenue, budgets and operational performance.
• Confidence working directly with client stakeholders, including C-suite executives.
• Experience using data, insight and analytics to drive operational decisions.
• Strong coaching and leadership capability, with a passion for developing high-performing teams.
• Knowledge of insurance screening solutions such as Verisk (desirable).
• A resilient, adaptable and results-focused approach.

Why This Role?

This isn't just another Team Leader position.

It's an opportunity to lead a high-performing financial services team, drive performance, influence key operational decisions, develop future leaders, and make a meaningful impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership of your team's success, drive continuous improvement, support colleague development, and deliver exceptional customer and client outcomes, we'd love to hear from you.

Join the Sigma Family.

📩 Apply today and help us #ImproveEverythingAlways.