Sales Service and Transactional Team Leader

Job Description

To manage branch resources in line with business short and long term goals policies and values with a view to generate the highest return on capital employed to enable the delivery of excellent customer experience within a dynamic branch environment promoting new business to ensure future growth without incurring unmanageable risks and ensuring compliance with regulatory requirements
- Deliver against operational and cost targets
- Prioritise resource allocation to minimise and reduce wastage
- Monitor costs for the financial year according to the operational plan
- Allocate and approve expenditure
- Review cost reports and resolve or explain variances to the budget
- Identify, control and escalate potential risks that may lead to increased costs
- Manage costs or expenses within approved budget to achieve cost efficiencies
- Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
- Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
- 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 provide work support
- 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
- Provide customers with relevant information to keep them informed of products and service options
- 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 makes suggestions for improvements
- Network and participate in specialist risk forums where required
- Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability
- Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map
- Research, enable and consult on improvements and opportunities to harness technology and platform enablement
- Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
- Monitor customer feedback reports and align processes to maximise efficiencies
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
- Provide regular reports on 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
- 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 m