Specialist: Sales & Service (Retail/Physical Channels) at Absa Group Limited (Absa)

Job Description

The role will support sales and service activities through coordination of the respective product and segment campaigns and  initiatives while assuming responsibility for the following:-

• Serving as product specialist within physical channels for the different targeted customer segments including but not limited to: Youth & Student, Core Middle, Retail Affluent, Unsecured Lending, Islamic Banking.
• Interface with national Sales, Service and Enablement functions, serving as the entry-point in region for all segment, product and service deliverables.
• To customise and manage campaigns within the region – including activation events that are geared towards new to bank growth and overall lift in profitable market share. To partner with the respective regions in execution thereof.
• Implementation and tracking of channel campaigns ensuring that plans are refined for optimal results.
• Delivering in partnership with Regional Managers and other SBU’s - customer education and colleague product knowledge and enablement sessions.
• In line with targeted segment strategy, enable the respective sales teams through sales and service coaching sessions as well as implementing local trade periods.
• Serve as entry point to the national service function to cascade and embed the service model. In addition, deep-dive common service failures and co-create remedial actions
• Serve and SME to the Regional Manager, Regional Manager External Sales in the drive to source and acquire new to bank business. 

 (Planning & Growth) Sales Activity Coordination / Execution

• Proactively support the development of monthly, quarterly and annual sales activity plans (cross product / channel and aligned to the Physical Channels overall plan) for the region and branches as required.
• Customise and coordinate the implementation of sales campaigns across the region, ensuring relevance and effectiveness for the local market.
• Establish routines to enable proactive and collaborative campaign activity planning and implementation across the region.
• Establish, co-create with the frontline and external sales team an effective sales and service routine and discipline that will ensure an optimal, well-run sales force, equipped to operate across targeted products and segments
• Actively monitor product and segment campaign performance and jointly institute  action plans to optimise and leverage market opportunities
• Review and leverage branch and regional performance data to recommend and customise campaign activity across the network that will effectively support customer attraction, retention and experience.
• Work collaboratively with the regional and national team to cascade campaigns (on time, budget & quality) across the region.
• Actively monitor competitor sales activity in the assigned areas and identify opportunities for sales activity plan alignment in mitigation.
• Act as advisor and coach to frontline colleagues, line management and regional leaders on effective campaign management and the implementation of sustainable sales and service rhythms (practices) for the region.
• Implement feedback mechanisms (feedback loops) to effectively close out on sales activities e.g. lessons learnt and integrate findings into existing planning, processes and campaign tools.
• Support the development of communication, education and engagements plans (aligned to the Physical Channel BAU, BOW and digital-enablement rollout) to frontline and leadership teams.
• Actively monitor & manage migration activity within defined areas (branches) and provide additional training and support as required within branches.
• Work proactively with the leadership team on the implementation of digital migration strategies, new product launches and associated education plans to successfully deliver on channel migration targets.
• Support the delivery of staff and customer education sessions aligned to product and migration changes / enhancements and or overall physical channel strategies as required.
• Establish effective communication routines with regional and national teams to effectively plan and monitor migration strategy implementation across the region and branches.
• Pro-actively support the development of monthly, quarterly and annual plans aimed at improving overall customer “Involved and Primacy” in-region.

Customer (Service) 

• Establish routines to enable proactive service activity planning and implementation across the region.
• Interpret customer service measures and analytics, support the implementation of corrective actions and ensure execution against these with a view to significantly improve the regional service and Net Promoter Scores.
• Drive the monitoring of customer regulation implementation effectiveness e.g. TCF
• Translate group customer experience strategies into activity plans and/or service objectives (as appropriate) for the region / branches.
• Communicate and embed customer experience and service standards through the regional leadership team.
• Monitor and manage customer experience feedback (complaints and other) and ensure effective resolution within assigned branches.
• Support and review regular customer surveys and translate customer feedback into actionable insights and relevant recommendations for assigned branches and areas.
• Act as a segment specialist, drive awareness, pro-actively identify opportunities and implement plans to ensure that specific plans are deployed to capture specific segments i.e. Youth & Student, Islamic, Core Middle, Retail Affluent, etc.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)