Branch Delivery Sales and Service Team Leader

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FirstRand

Johannesburg

ZAR 200 000 - 300 000

Be among the first applicants.

Yesterday

Job description

Job Description

To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service

Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work
Drive sales across product and campaign initiatives to exceed set targets
Deliver customer experience excellence aligned to Organisational values and service standards
Build professional long-term relationships with customers based on trust that builds the brand
Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service
Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application
Provide customers with relevant information to keep them informed of products and service options
Ensure full understanding of customer needs to deliver a quality service
Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
Communicate how customer service solution will be implemented and secure buy-in
Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
Ensure resolution of customer queries and complaints timeously and ownership of issues
Analyse customer feedback to help improve customer service Propose ideas to improve customer service
Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
Engage in cross-functional relationships to obtain and to provide work support
Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management Manage the growth of active customer account base
Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
Ensure implementation of relevant policies, governance and practice standards across the business
Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements
Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes
Develop an understanding of risks and risk management approaches
Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks
Educate others and make suggestions for improvements
Network and participate in specialist risk forums where required
Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets
Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
Understand competencies and skills required for own and employee's development and performance
Identify development needs and select effective solutions to address own and employee development needs
Ensure that each employee prepares a personal development plan that is implemented and reviewed as required
Provide on the job coaching and guidance
Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared
Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies
Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement
Manage team delivery against goals in the area of responsibility
Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures
Participate in Talent Management practices and processes in line with HR policies and procedures
Implement employment equity plan targets in all recruitment and employee movement activities
Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback
Ensure skills are transferred to specific functions
Ensure conflict resolution and respond to complaints or concerns
Set relevant stretch goals for team and motivate achievement

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

19/11/24

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.