Manager Branch (Urgent) - Constantia Western Cape at Standard Bank Group

Job Purpose

• To ensure that all customers receive a consistently high-quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch.
• To ensure that cross-selling opportunities are actioned, and customers are migrated to more appropriate and cost-effective channels.
• To proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure.
• To ensure the effective roll-out of change management initiatives.
• To maintain a high level of integrity and ethical standards.
• Keep abreast with trends within the catchment.
• To maximise the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention.
• Responsible for the sustainability and profitability of the Branch income statement and balance sheet.
• The Branch teams consist of a combination of Cash roles (physical branch only), Universal Bankers level 1, 2 and 3; and Leader of Teams level 1 and, or 2

Key Responsibilities 

Facilitate effective teams

• Upskills and coaches the team on how to collate information on value, variation and failure in the system whilst executing work processes, to contribute to development of management information.
• Upskills and coaches the team how to analyse data and information for them to develop and apply self-correcting action where applicable, to enable constant fulfilment of customer demand.
• Upskills and coaches the team on how to facilitate group meetings to contribute to collective learning and growth for individuals and teams

Meet customer expectations

• Ensures that Universal Bankers Level1 take demand (in branch or via Voice branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters.
• Ensures that the Universal Bankers Level 2 take demand (in branch or via Voice branch) from personal and business customers (SE) and Level 3 Universal Bankers conduct account opening, whilst forming an accurate assessment and understanding of the demand in order to act on it in a one-and-done manner that consistently delivers what matters.
• Upskills and coaches the team how to continuously assess what matters to the customer against the ability of the system to meet the customers demand, to prepare viable recommendations to act on the system.
• Obtains data relating to customer demand (value and failure demand) and flow, to determine the systems capability in responding to demand.
• Ensures that a capability of response (in POR’s and or distribution) is delivered to meet customer demand.

Improve the system

• Prepares a consolidated view of value demand versus failure demand – to determine where the system needs to change to eliminate failure demand.
• Uses capability measures to identify what the system can predictably achieve and to identify variation in the end-to-end processes in order to determine where inefficiencies / waste can be removed.
• Assumes responsibility for the income statement and ensures that staff focus on value demand generation when attending to customers.

Grow and create value

• Leverages and optimises people, resources, channels, business and risk controls in line with market potential, to maximise business growth, retention and profitability targets within the POR, and or distribution.
• Develops and drives appropriate customer strategies and tactics at POR, and or distribution level to ensure that income statement and balance sheet objectives are achieved as guided by the explicit boundaries of client level pricing and profit hurdles.
• Develops and drives short- and medium-term goals and objectives for the POR, and or distribution catchment in support of the overall objectives.

Operational effectiveness

• Manages operational effectiveness and efficiencies for the POR, and or distribution catchment by acting on system conditions.
• Drives the implementation and roll-in of strategic business transformation programs.
• Ensures effective management of revenue and expenditure with emphasis on the containment of controllable costs.

Risk and compliance management

• Responsible for all risk and compliance management for the POR’s, and or distribution catchment.
• Ensures that the necessary quality assurance takes place in the front line.
• Ensures that laid-down instructions are adhered to within the distribution catchment.
• Identifies major risks affecting the support function and escalates to the relevant Risk Mitigation teams.
• Ensures the maintenance of an effective control structure, with control activities defined at each level and duties appropriately allocated.

 People focus

• Drive multi skilling to achieve Universal Banker competence.
• Facilitation of multiple team outcomes, which includes driving performance, achieving aspirations (universal banker) and addressing skills gaps.
• Develops high performing teams by embedding the bank's performance process, regular performance feedback and coaching.
• Help teams understand their contribution to the overall performance through various tactics.
• Empowers employees to fulfill the objectives regarding customer experience, people management and engagement.
• Integrates and ensures delivery of enabling functions at POR, and or distribution level in support of catchment objectives

Requirements

• Personal Business Banking Experience
• 7-10 Years Leadership experience
• Business related Degree
• RE5 and RE1