Senior Market Manager - eMalahleni at Nedbank

Job Purpose

To lead the strategic approach in unlocking the Micro Market banking potential and opportunities and to drive Cross Channel Collaboration within and beyond the Micro Market; to network and build individual and business relationships; and to lead and manage staff in a Mega store and in reporting line Small Format stores to deliver outstanding Service and Sales in line with Bank strategy.

Job Responsibilities

• Achieve Mega Branch, node and medium to high complex Micro-market sales growth objectives. 
• Enable the identification and communication of sales opportunities and own the strategic approach for the micro-market with sales and service teams across all store types (i.e. Mega/ home; Express; Boxer full Service; Easy Access; Boxer Acquisition). 
• Drive client acquisition and increase digital market activity across the community. 
• Ensure micro market growth and business profitability reports, address gaps and ensure momentum to meet objectives. 
• Craft the Micro Market sales and service strategy based on a complete understanding of the market dynamics and interpretation of the Micro Market MI.
• Collaborate with other leaders in the Micro Market to execute on the strategy.
• Encourage micro market teams to make banking simple, convenient, and progressive for clients and ensure Nedbank is trusted and connected to clients. 
• Build community networks and partnerships through active participation where community needs are discussed.
• Analise client feedback reports from Service teams and address/ action plan and root causes with teams to achieve service excellence goals
• Enhance client experience aligned to the Nedbank brand pillars by ensuring that all stores meet the defined service standards and corporate image requirements. 
• Drive staff to educate clients to shift towards transacting and servicing through digital channels and focus on increasing digital activity across the Micro-Market through creating and implementing digital activation strategies. 
• Ensure Key Individual (KI) and line manager FAIS responsibilities are executed as per compliance guidelines.
• Manage overall operational activities as per the Branch Risk Observation Training Analysis (BROTA), Control Check list, branch cash holdings, Document Management Portal and compliance training. 
• Monitor Risk and Compliance reports and act on key risk and non-compliance matters.
• Embrace workforce and queue management to ensure optimal store efficiency. 
• Ensure adherence to process mandates limits.
• Act as the overseeing body for the Nedbank MEGA branch as well as the Small Format reporting line branches to the Mega. Owns the Risk and Compliance performance for the Micro-Market and/or node.
• Ensure that Organisational Health and Safety (OHASA) responsibilities are executed as per OHS guidelines for the Mega store, nodes and the entire Micro Market.
• Manage audit/monitoring outcomes and issues raised to ensure timely implementation of agreed actions.
• Translate business goals into team and personal goals based on team roles and responsibilities for all store types in Micro Market (Mega branch, node and Micro-market responsibility).
• Inspire the use of learning tools and identify development and growth opportunities for staff in the Mega branch, node and Micro-market.
• Lead the execution efforts in the micro market by enabling the management teams to coach, mentor and facilitate staff sales and service capabilities.
• Lead a Micro market of squad members that operate both in branch and out in market to unlock and fulfil on opportunities that supports achieving performance goals.
• Lead and co-ordinate all sales and service activities across the Micro market as to where the foot-fall demands are in order to achieve performance goals.
• Drive Cross Channel Collaboration (ecosystem approach) to plan and organise resources to fulfil on new opportunities within the micro market.
• Create the cadence and rigour by facilitating agile rituals and ceremonies within the micro market to achieve performance goals.
• Encourage the voice of squad members to raise pain points, provide feedback on competitors and challenge status quo to ensure continuous improvement in the ways of work within team

Essential Qualifications - NQF Level

• Professional Qualifications/Honour’s Degree
• Essential Certifications
• Preferred Certifications
• Regulatory KI Exam (RE1)

Minimum Experience Level

• 7 - 10 years
• 5 years experience in a client facing retail banking environment with 5 years people management experience.

Technical / Professional Knowledge

• Customer service principles
• Sales Strategies
• Performance management
• Coaching principles
• Relevant Nedbank policies and procedures
• Brand marketing
• Competitor analysis
• Sales data analysis
• Workforce planning
• Consumer behaviour

Behavioural Competencies

• Creating Demand Through Insight
• Broadening Business Value
• Building Customer Relationships
• Aligning and Executing Sales Strategy
• Coaching the Sales Team
• Guiding Sales Transformation
• Building the Sales Team