Retail & Business Banking
To manage day to day activities of the Acquisition team in order to deliver against defined operational plans to achieve sales and revenue targets.
Builds and develops resources and environments to enable the team to achieve its desired vision. Responsible for the facilitation of the team’s outcome by removing obstacles.
To maximise the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention in line with the Direct CST objectives.
Customer serviceMonitors and analyses Customer Experience Measurements (CEM) results to identify strengths and weaknesses.
Ensures that queries and problems are within laid-down time frames.
Ensures that all letters to customers, applications for facilities, security documents, etc are completed accurately and timeously.
Ensures where applicable that customers are encouraged to make use of self-service channels.
Ensures that customers are provided with an efficient and effective service.
Resolves customer complaints referred by subordinates to the satisfaction of both the customer and the Bank.
Ensures that there is a sufficient number of staff in place to meet the fluctuating demands of customers by effectively interpreting.
Implements and sustains on-boarding process.
Acts as an Electronic Content Management (ECM) Champion by:Accessing the ECM box on a daily basis to ensure that the ECM inbox does not have any documents from the previous day
Ensuring that the relevant staff member indexes ECM documents within the required timeframes by following the necessary escalation process
Compliance and risk management
Ensures that all routine controls relative to the service area are applied effectively to ensure risks are minimised.
Ensures compliance with agreed levels of authority and levels of access to systems and info, all applicable laws and regulations and Group policies and procedures.
Monitors and controls risks and recommends revision of controls where appropriate.
Maintains a culture within the sales team that emphasises and demonstrates the importance of internal controls to all staff.
Ensures that all preventative measures are utilised to avoid fraudulent transactions.
Administrates and co-ordinates relevant fraud investigations and losses
Ensures staff awareness regarding fraud.
Provides detailed information to Risk Assurance when a special investigation arises.
Provide detailed information pertaining to losses to the FRLM (Fraud Risk and Loss Management, now known as Financial Crime Control) or IPC (Integrated Processing Centre).
Reports losses for the relevant customer service area and according to laid-down procedures.
Collates information pertaining to claims by customers and losses incurred and forwards to relevant departments
Maintains information on Security and access control system (SACS) for the relevant branch as per laid down procedure. (If applicable)
Ensures the scrutiny and actioning of the following reports according to laid-down procedures as per the relevant group reference guide:
Multi-channel utilisation and servicing to sell
Manages “cost of sales” through the utilisation of multi-channel delivery strategies.
Identifies cross-selling and migration opportunities and sells products/services pro-actively.
Completes sales and leads generation tracking forms on a daily basis.
Ensures that targets and budgets are met.
Participates in tactical sales/marketing activities as required.
Identifies and actions opportunities for cross- and up-sell.
Identifies migration opportunities and sells products/services reactively.
Manages work list queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines
Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff/teams
System Access Administration
Assigns users to the organisation structure.
Adds/removes user access.
Logs Team Track requests for all hardware and telephony related problems.
Loads users to the Multi-Function Device (MFD) system
Facilitation of team(s) outcomes, which includes driving performance, achieving aspirations and addressing skills gaps.
Develops a high performing team by embedding the bank's performance process, regular performance feedback and coaching.
Help the team understand their contribution to the overall performance through various tactics (including coaching).
Help the team to adopt and apply the methods designed to assist in serving customer demand.
Motivates team members and ensures that they receive recognition for work well done.
Maintains a people plan for the team(s) which includes succession planning for critical roles, talent engagement and personal development plans.
Facilitation of the decision-making process. Enable team (s) to pull on resources to make decisions.
Provide team (s) with the rights tools and knowledge to take customer demand.
Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
Ensure that all the Risk and Compliance training is completed within the laid down timeliness.
Follow the agreed selection process for new members of the team(s), aligned to the local Workforce Management Plan.
Accountable for the onboarding, induction and orientation of new team members.
Collaboratively ensuring that there is a sufficient number of staff in place to meet the fluctuating demands of customers by effectively interpreting and actioning on available data like call volumes, handle time, time spent on improvement work
Performance gaps identified, and remedial action plans implemented.
Proactive management of sales opportunities to new and existing customers across the different channels implemented.
Increases profitability due to opportunity management and meeting of revenue targets within the team.
Optimises distribution channels
Retention of satisfied, well-informed customers as measured by Customer Evaluation (NPS)
Improve activation rate and reduce dormancy
Up sell and cross sell targets adhered to
Leads followed up quickly and converted into actual sales
Number of reworks (Credit Applications) /Declined applications / slow approval rate / TAT on all product applications.
Bad Debt ratios and measures
Watch List management and proper reporting/monitoring
100% KYC’ed clients within Direct CST.
Efficiency within Direct CST
Staff engagement feedback results
Minimised customer hand offs.
Customer demand perfectly delivered without any ‘comebacks’.
Endeavour to do only value work.
Meet what matters to the customer (within laid-down policies and procedures).
Improvement on capability of response
Preferred Qualification and Experience
Fais recognised qualification
Minimum NQF 6 qualification or Equivalent
Business related qualification or equivalent
5-7 years branch banking experience with leadership experience
Customer and Client Focused Innovation
Driving Delivery of Results
PLEASE NOTE:All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on+27 800222050or forward to **********
OverviewJob ID: 48427Job Sector: BankingCountry: South AfricaRegion/State/Province/District: GautengLocation: Rosebank Job Details Transactional Products...
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