Team Leader Coach

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Bank

Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

Job Purpose

The Team Leader Coach enables a team of Discovery Bankers to consistently deliver exceptional client outcomes through leadership, coaching, operational management, and digital enablement.

The role is responsible for building high-performing teams, embedding effective use of AI-enabled tools and Next Best Actions, driving operational performance, and developing banker capability. The Team Leader balances people leadership with operational oversight, ensuring the team delivers service excellence, commercial outcomes, and an exceptional client experience.

Key Responsibilities

Team Leadership and Capability Development

• Lead, inspire and develop a high-performing team of Discovery Bankers.
• Conduct structured coaching, real-time feedback and ongoing performance discussions.
• Identify capability gaps and implement targeted development interventions.
• Support onboarding, learning, and continuous capability-building initiatives.
• Develop future talent pipelines and prepare bankers for career progression opportunities.
• Foster a culture of accountability, growth, collaboration and continuous improvement.

Operational Leadership

• Manage team performance against service, quality, productivity, and client experience metrics.
• Monitor operational performance and proactively address risks to service delivery.
• Ensure effective workforce utilisation and operational readiness.
• Manage escalations and support service recovery where required.
• Deliver consistent operational outcomes across multiple service channels.
• Contribute to operational improvement initiatives and strategic projects.

AI and Digital Enablement

• Drive effective adoption of NBA, Agent Assist, and AI-enabled workflows.
• Coach bankers on interpreting and applying AI-supported recommendations appropriately.
• Monitor AI adoption, utilisation, and effectiveness through data and reporting.
• Ensure AI recommendations are applied using sound judgement and within governance requirements.
• Identify system, process, or behavioural barriers impacting digital adoption and escalate opportunities for improvement.

Performance and Business Outcomes

• Utilise operational, behavioural, quality, and AI adoption data to drive performance improvements.
• Conduct regular one-on-one coaching and performance reviews.
• Analyse trends and identify opportunities to improve service, client experience, productivity, and commercial performance.
• Prepare reports and insights for leadership and governance forums.
• Maintain compliance with audit, regulatory, and operational requirements.

Change Leadership and Continuous Improvement

• Lead implementation of new processes, technologies, and ways of working.
• Drive engagement and adoption of organisational change initiatives.
• Encourage innovation, experimentation, and continuous learning.
• Act as a role model for future-fit leadership in an AI-enabled environment.
• Support strategic initiatives that enhance client service and employee effectiveness.

Skills and Competencies

• Coaching and Talent Development
• Leadership and People Management
• Operational Excellence
• Data-Driven Decision Making
• AI and Digital Enablement
• Change Leadership
• Influencing and Stakeholder Management
• Judgement and Risk Awareness
• Resilience and Adaptability

Qualifications and Experience

• Degree or Advanced Diploma preferred.
• 2–4 years' experience in a client service, contact centre, banking, or financial services environment.
• Experience working in a digital or AI-enabled operating environment is advantageous.
• Proven experience coaching or leading teams.
• Strong understanding of service delivery, performance management, and client experience principles.

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.