Branch Delivery Sales and Service Team Leader- Durban at FNB South Africa

Job Description

To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service

• Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work 
• Drive sales across product and campaign initiatives to exceed set targets 
• 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 
• Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application 
• Provide customers with relevant information to keep them informed of products and service options  
• 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 to provide work support 
• Engage 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 base
• 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 make suggestions for improvements 
• Network and participate in specialist risk forums where required  
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data 
• Provide regular reports on the 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 
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared 
• Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies 
• Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement 
• 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 movement activities 
• Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback 
• Ensure skills are transferred to specific functions 
• Ensure conflict resolution and respond to complaints or concerns  
• Set relevant stretch goals for team and motivate achievement

End Date: August 29, 2025