Branch Delivery Sales And Service Team Leader

Job DescriptionTo manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer serviceProvide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of workDrive sales across product and campaign initiatives to exceed set targetsDeliver customer experience excellence aligned to Organisational values and service standardsBuild professional long-term relationships with customers based on trust that builds the brandCollect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality serviceDeliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and applicationProvide customers with relevant information to keep them informed of products and service optionsEnsure full understanding of customer needs to deliver a quality serviceEnsure customer service solutions are aligned to the business operational plan; Organisational values and service standardsCommunicate how customer service solution will be implemented and secure buy-inEnsure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service optionsEnsure resolution of customer queries and complaints timeously and ownership of issuesAnalyse customer feedback to help improve customer service Propose ideas to improve customer serviceBuild relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-inEngage in cross-functional relationships to obtain and to provide work supportEngage 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 baseEnsure compliance with relevant statutory, legislative, policy and governance requirements in area of accountabilityEnsure implementation of relevant policies, governance and practice standards across the businessMaintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirementsEnsure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changesDevelop an understanding of risks and risk management approachesImplement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risksEducate others and make suggestions for improvementsNetwork and participate in specialist risk forums where requiredImprove business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and dataProvide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targetsAccumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunitiesUnderstand competencies and skills required for own and employee's development and performanceIdentify development needs and select effective solutions to address own and employee development needsEnsure that each employee prepares a personal development plan that is implemented and reviewed as requiredProvide on the job coaching and guidanceParticipate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively sharedBuild and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergiesParticipate in specialist communities of practice and contribute positively to own and organisational knowledge improvementManage team delivery against goals in the area of responsibilityManage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and proceduresParticipate in Talent Management practices and processes in line with HR policies and proceduresImplement employment equity plan targets in all recruitment and employee movement activitiesManage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedbackEnsure skills are transferred to specific functionsEnsure conflict resolution and respond to complaints or concernsSet relevant stretch goals for team and motivate achievementJob DetailsTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.07 / 10 / 25All 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. #J-18808-Ljbffr