National Service Concierge Manager

Our Durban based client is looking for a qualified and experienced National Service Concierge Manager.

**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 centres.
- Responsible to oversee the budget for the concierge service centres.
- 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 centres.
- Review operational processes and identify efficiencies to enhance customer experience. Identify strategic locations for future concierge centres 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 and professionalism.
- Proactively endeavour to exceed client expectations by rendering excellent customer services.
- 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’ mindset.
- Excellent working knowledge of the bank’s mobile banking app, Transactional Banking and other digital interfaces.

**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 centres 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 centre 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 channels.

**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 and development.
- 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 policy.
- 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 centres.
- 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

**EXPERIENCE**
- 3 - 4 years in the Banking industry with management experience
- 2 - 3 years in a customer centric position

**KNOWLEDGE**
- Teams
- Zoom
- WhatsApp Channel
- SigniF