Branch Delivery Sales and Service Team Leader

Description To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work  Drive sales across product and campaign initiatives to exceed set targets  Deliver customer experience excellence aligned to Organisational values and service standards  Build professional long-term relationships with customers based on trust that builds the brand  Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service  Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application  Provide customers with relevant information to keep them informed of products and service options Ensure full understanding of customer needs to deliver a quality service  Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards  Communicate how customer service solution will be implemented and secure buy-in Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options  Ensure resolution of customer queries and complaints timeously and ownership of issues  Analyse customer feedback to help improve customer service Propose ideas to improve customer service  Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in Engage in cross-functional relationships to obtain and to provide work support  Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management Manage the growth of active customer account base Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability  Ensure implementation of relevant policies, governance and practice standards across the business Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements  Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes  Develop an understanding of risks and risk management approaches  Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks  Educate others and make suggestions for improvements  Network and participate in specialist risk forums where required Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data  Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets  Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities  Understand competencies and skills required for own and employee's development and performance  Identify development needs and select effective solutions to address own and employee development needs  Ensure that each employee prepares a personal development plan that is implemented and reviewed as required  Provide on the job coaching and guidance  Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared  Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies  Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement  Manage team delivery against goals in the area of responsibility  Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures  Participate in Talent Management practices and processes in line with HR policies and procedures Implement employment equity plan targets in all recruitment and employee movement activities  Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback  Ensure skills are transferred to specific functions  Ensure conflict resolution and respond to complaints or concerns Set relevant stretch goals for team and motivate achievement Job Details Application Closing Date 06/06/24 All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.