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  • Posted: Jul 18, 2017
    Deadline: Not specified
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    Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the prim...
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    Team Leader Customer Service

    Job description

    Job Details

    Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty

    Job Purpose

    • To manage and supervise customer-facing staff within the service area in order to meet and exceed customer service expectations for the Branch.
    • To assess, understand and manage the risks associated with all service processes.
    • To identify cross-selling and migration opportunities for Branch customers.
    • To maintain a high-level of integrity and ethical standards in the Branch.

    Key Responsibilities/Accountabilities

    • Customer Service
      • Complete all compliance training within laid down timelines.
      • Ensures that direct reports provide customers with exceptional service.
      • Ensures that there is a sufficient number of staff in place to meet the fluctuating demands of customers by effectively interpreting and actioning the data provided by the Branch Scheduling Tool (BST).
      • Maintains and updates all administration pertaining to the BST.
      • Updates, edits and publishes schedules drawn from BST.
      • Produces Quest requisition based on BST schedules.
      • Ensures workload fit target is achieved.
      • Ensures that all required controls are in place and that all frontline transactions within the service area are handled and performed in accordance with laid-down instructions as stipulate in GRG.
      • Manages the comments and complaints register.
      • Manages the electronic query and complaint system (GIJIMA).
      • 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 members are reflecting appropriately on the organisation structure for distribution of work items to the correct staff/teams.
      • Monitors and manages the performance of team members, as it relates to Leads, Queries and Complaints management.
      • Coaches staff on the required behaviours to support Customer Relationship Management
    • Compliance & Risk Management
      • Ensures that all routine controls relative to the service area are applied effectively to ensure that 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 service team that emphasises and demonstrates the importance of internal controls to all staff.
      • Ensures that all preventative measures are utilised to avoid fraudulent transactions.
      • Co-ordinates relevant fraud investigations and losses.
      • Ensures staff awareness regarding fraud.
      • Provides detailed information to Internal Audit 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 in GRG (Group Reference Guide).
      • Collates information pertaining to claims by customers and losses incurred and forwards to relevant departments.
      • Ensures that irregularities identified by Risk Assurance and Internal Audit have been attended to according to laid-down procedures in GRG.
      • Ensures that Financial Intelligence Centre Act (FICA) documentation and accountholder records are collated.
      • Identifies major risks affecting the support function and monitors internal controls to ensure their adequacy and effectiveness.
      • Authorises change in custodianship for in assets register and change in keys in the key register.
      • Ensures that all aspects regarding track and trace of documents are adhered to according to laid-down instructions.
      • Performs monthly scrutiny of Mobile money cards (MTN).
      • Maintains information on Security and access control system (SACS) for the relevant in the branch as per laid down procedure.
      • Complete subpoena / court order tracking sheet when documents are received and forward to Service Consultant for execution (Submit to Group Legal: Legal Advisory Services (LAS).
      • Ensures that the Service Consultant sent through the relevant documents to Group Legal through regular follow ups.
      • Familiarize yourself with the Standard Bank physical security policies and procedures by completing the relevant training and adhering to the laid down procedures, requirements and responsibilities, a summary of which is contained in GRG Volume Security Services, Chapter 2 Security Matters, Section 1 Premises, Parts 9-11”
      • Custodianship (where applicable and where no Team Leader, Tellers is in place)
      • Acts as secondary custodian of Automated Teller Machine (ATM)/Auto Note Acceptor Machine (ANA) keys.
      • Acts as secondary custodian for the ANA/ATM (KABA) Automatic time delay lock pass code.
      • Acts as primary custodian of receipts for duplicate keys.
      • Has joint custodianship for treasury holdings.
    • KABA Locks
      • Ensure that (master) codes for Kaba time delays are, upon commissioning, handover or compromise, being sealed and secured as prescribed.
      • Ensure that staff members who vacate the position completed their handover as per the laid down procedures (i.e. reset of master codes when assuming responsibility).
      • Automated Teller Machines (if applicable and where no Team Leader, Tellers is in place)
      • Ensures that Automated Teller Machines (ATM) and Automated Money Acceptor (ANA) are balanced bi-weekly.
      • Ensures that laid-down instructions as per GRG pertaining to the replenishing of ATM cash and processing of ATM deposits are adhered to.
      • Monitor availability of ATM/ANA and ensure uptime.
      • Checks that ATM/ANA cards retained are actioned correctly
      • Scrutiny of reports
      • Conduct weekly spot checks to ensure all cash deposit fees are recovered.
      • Ensure entries are expunged correctly and captured to the correct accounts (account is nil and balanced daily).
      • Reactive Selling
      • Identifies cross-selling and migration opportunities and sells products/services reactively.
      • 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 migration opportunities and sells products/services reactively.
      • Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
      • Identifies and actions opportunities for cross- and up-sell.
      • Multi-channel utilisation and servicing to sell
      • Conducts a needs analysis to identify customer needs in line with Financial Advisory and Intermediary Service act licence categories (FAIS)
      • Manages “cost of sales” through the utilisation of multi-channel delivery strategies.
      • System Access Administration
      • Assigns users to the organisation structure.
      • Adds/removes user access.
      • Re-sets passwords.
    • People management
      • Responsible for inspiring, motivating, leading and managing the team.
      • Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
      • Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
      • Ensures skills assessments and competency-based training takes place as and when required.
      • Ensure 100% compliance training to be completed by all staff.
      • Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
      • Creates an environment in which learning and development are emphasised and valued.
      • Takes personal responsibility for coaching and mentoring others.
      • Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
      • Promotes a culture where the values of the Bank are seen to be ‘alive’
      • Ensures the implementation of the leadership promise and employee engagement programme.
      • Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
      • Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
      • Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
      • Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
      • Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
      • Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
      • Ensures that the administration regarding staff changes for e.g. Personnel Record Update (PRU’s) are actioned for the relevant department.

    Preferred Qualification and Experience

    Non-negotiable requirements:

    • 4 -5 years Branch Banking experience with exposure to telling, enquiries, service, BDC / Forex, assets, overall customer service, sales and revenue
    • Business-related qualification that is recognised by the FSB, worth a minimum of 120 credits
    • Bank systems knowledge and skills
    • Beneficial qualifications and experience:
    • Training courses as stipulated in Team Leader, Customer Service role based curriculum
    • Knowledge of CONNECT (employee engagement) methodology

    Knowledge/Technical Skills/Expertise

    • FAIS compliance (RE 5 certification)NQFL5.
    • Institute of Bankers or related qualification is an advantage
    • RE5

    Method of Application

    Interested and qualified? Go to Standard Bank Group on careers.peopleclick.eu.com to apply

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