Team Leader, Branch 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 culture becomes entrenched in the branch.

KEY RESPONSIBILITES

• Ensures that the team(s) attend to clients, understand what matters to the client and delivers against those demands (i.e. determine the what, why, when, where and how).
• Oversees customer debit/credit transactions ensuring accuracy and efficiencies, including the encashment of cheques within certain limits.
• Ensures that revenue is recovered correctly for all types of transactions/services provided. Drives financial aspirations in the point of representation.
• Responsible for all risk and compliance management for the team.
• Monitors internal controls to ensure adequacy and effectiveness.
• Leads a team of Cash Consultants (Level 1 and / or Level 2) and / or Universal Bankers (Level 1)
• Continuously coaches team(s) on system conditions that could hinder business and / or individual performance.
• Understands and solves for the changes and trends in data as it relates to. Eg. Capability of response, failure, value demands, abandoned calls, handle time, volume of demand and time taken to respond.

QUALIFICATIONS

• Relevant FAIS qualification
• 3 - 4 years Relevant FAIS qualification and experience. If no FAIS experience, would then need to operate under supervision. 
• Previous experience in branch banking or contact centre environment with good understanding of bank processes, policies and products.