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

Purpose

• Manage team to deliver and support sales targets and service standards in the branch while adhering to Sales and Service processes and procedures to ensure compliance and reduce risk. Provides team with the means and ability and holding them accountable for providing exceptional customer service and maintaining process standards. Manages 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. Enabling the delivery of excellent customer experience within a dynamic branch environment promoting new business in order to ensure future growth without incurring unmanageable risks.

Experience and Qualifications

• Minimum Qualification : NQF 4 Qualification
• Preferred Qualification : Relevant NQF 5 Tertiary Qualification
• Experience : 2 -3 years relevant experience
• Person must not be an unrehabilitated insolvent

Responsibilities

• Manage the growth of active customer Account Base to increase client base through leads, campaigns and customer initiated work
• Provide sales support efficiencies and services in order to ensure retention of clients
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
• Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints
• Cultivate and manage objective working relationships with a variety of stakeholders
• Comply with governance in terms of legislative and audit requirements
• Track, control and influence sales activities with the specific aim to increase sales efficiencies of the team
• Provide accurate and reliable sales statistics obtained from the sales members and compile Sales reports and dashboards
• Manage own development to increase own competencies
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies
• Ensure appropriate skilling and adequate capacity of frontline team members for the adherence to service standards
• Self-starter and originator who maintains high levels of activity and produces a consistently high quality output within agreed deadlines. Prompt and proactive in driving for results and sets demanding goals for self and other
• Set up ongoing processes and systems to define, collect and evaluate information needed to manage activities in relation to clearly defined objectives, time-lines and performance standards; includes the ability to identify and implement appropriate measures and benchmarks
• Identifies talent and plans and supports people’s professional development (includes coaching and mentoring competence)
• The capacity to create appropriate levels of impact by using verbal and non-verbal communication skills to influence and/or negotiate win-win agreements to proposals, plans or ideas
• Precise, systematic and rule-orientated in gathering, reviewing and evaluating data from a variety of perspectives; includes the ability to work with precision and highlight inaccuracies and inconsistencies in detailed information
• Actively influences the commitment of team members through personal action and endeavour
• Provides technical or specialist insights that provide meaningful opportunities for solution-building
• Cuts to the core of issues and applies effective analysis, logic and creativity to identify and implement solutions
• The capacity to put people at ease and build sound relationships based on mutual trust and openness
• Accepts change and new ideas and adapts to the changing requirements that work environments may pose
• Remains level-headed in situations of stress or pressure and persists in pursuing goals despite obstacles and setbacks
• The capacity to facilitate conflict resolution and allow for maximum understanding between different parties and points-of-view
• Connect with internal/external customers by living up to our brand promise of “how can we help you?” at all times.
• Converse with internal/external customers in a way that they fully understand and provide helpful solutions and products based on our customers’ needs
• Conduct themselves in an ethical manner at all times
• Take ownership of solving our customer’s problems or queries as efficiently and quickly as possible
• Adhere to the TCF (Treating Customers fairly) principles in all that you do
• Understanding key business drivers and how to leverage these to increase market share
• Ensure effective control of activities in support of cost containment and reduction aligned to target and budget goals
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience
• Ensure full understanding and impact of Compliance with governance in terms of legislative and audit requirement
• Maintenance of expert knowledge in order to drive and achieve short and long term goals
• Drive improvement of operational efficiencies, processes and procedures to ensure ultimate delivery of superior quality customer experiences on an ongoing basis and monitor that workflow achieves operational requirements
• Escalate service failure of SLA agreements to the relevant stakeholders
• Optomise use of Business Intelligence systems to improve business decisions
• Demonstrates behaviour in support of the organizational values
• Takes accountability for own performance, personal and career development
• Improve knowledge and competencies by completing role specific training
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needs
• Plan and manage performance, skills development, employment equity, talent and culture of direct reports in order to achieve efficiencies and increase competencies