National Service Concierge Manager – Reference SSNSCM

CORE PURPOSE OF THE JOB

To deliver superior client experiences by managing a team of employees that serve in a capacity of a Concierge thereby ensuring exceptional service delivery. This role combines client engagement, technical support, office management, and strategic direction of client services, with a strong emphasis on fostering relationships and maintaining operational efficiency.

MAIN FUNCTIONS OF THE JOB INCLUDE:

Client Services Strategy:

• Responsible to develop and implement departmental client services strategies for the concierge service centers.
• Responsible to oversee the budget for the concierge service.
• Through constant research and peer Bank reviews, recommend innovative solutions and strategies to enhance client service delivery.
• Provide detailed reports to the GM Retail and COO MANCO regarding the strategic and operational deliverables of the respective concierge service centers.
• Review operational processes and identify efficiencies to enhance customer service.
• Identify strategic locations for future concierge centers to engage untapped markets.

Client Engagement:

• Serve as the primary point of contact between clients and the bank, enhancing their experience through exceptional service.
• Develop and maintain trusting relationships with clients at all levels, leveraging strong interpersonal and communication skills.
• Demonstrate comprehensive knowledge of banking and sales functions, bank products, services, and systems.
• Ensure clients feel welcomed and valued, upholding the company’s culture.
• Proactively endeavor to exceed client expectations by rendering excellent customer service.
• Represent the bank at regional events to network and build relationships.
• Proactively solicit business leads from clients and ensure follow through with the relevant departments to ensure that clients’ needs are met.

Technical Support

• Through effective communication and collaboration with the Central Operations Division ensure that the client receives the required technical support in an efficient and effective manner for all digital requirements.
• Lead with a ‘tech first’ approach.
• Excellent working knowledge of the bank’s mobile banking app, Transactional Banking, and other digital platforms.

Office Management

• Ensure that there is appropriate backup Service Concierge coverage in the event of planned or unplanned absences.
• In the absence of a backup service concierge, perform the role of a service concierge as and when required.
• Handle office-related payments.
• Ensure efficient management and recording of the Bank’s assets in keeping with the IT and Finance Department’s reporting requirements.
• Report any anomalies (e.g., equipment malfunctions and service interruptions) to the relevant services centers within the Head Office Division.
• Ensure that the Concierges maintain and upkeep the offices by ensuring that the offices are kept clean and refreshments replenished by the relevant outsourced cleaning companies.
• Ensure that the offices have sufficient stationery and marketing material that is required to engage clients.
• Inspect and ensure that all technical equipment is in working order and report the necessary queries to the IT and Facilities Departments at Head Office.
• Ensure that each Concierge service center is visited at least once a month or more frequently to ensure the Bank’s strategic objectives and client services expectations are being met.

Redirection of Services

• Maintain a strong understanding of sales, support structures, and communication.
• Assess client needs and direct them to appropriate staff or resources, including sales, support, customer services or online applications.

Staff Management:

• Lead, mentor, and manage a team of concierges, providing guidance, training, and performance evaluations to ensure high service standards.
• Foster a positive and collaborative team environment, encouraging professional growth.
• Implement and monitor service standards, procedures, and best practices to enhance team performance and client satisfaction.
• Address and resolve any staff-related issues or conflicts, ensuring a harmonious work environment.
• Ensure that the team of concierges are regularly appraised in terms of their performance in keeping with the Bank’s performance management guidelines.
• Conduct regular meetings (at least monthly) with each Concierge as well as with the Concierge team across all regions to determine the challenges and opportunities encountered by the service.
• Provide the Concierge team with leadership and direction on matters raised and escalate matters to Head Office for resolution where required.

QUALIFICATIONS

• BCOM or Business Management / Banking qualification.
• FAIS Compliant.

PREFERRED EXPERIENCE

• 3 – 4 years in the Banking industry with management experience.
• 2 – 3 years in a customer-centric position.

KNOWLEDGE

• Teams.
• Zoom.
• WhatsApp Channel.
• Sign Flow.
• Apple iPad & iPhone devices.
• Enterprise system.
• iMal system.
• Apply for Finance.
• Excellent knowledge of support and sales structures.

NOTE

• Due to this being considered a critical position at the Bank, notice of termination of employment is three (3) months.
• This position requires the candidate to travel.

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.