Job Purpose
- To lead the Branch with the objective of providing efficient customer service and achievement of sales targets.
- To assess, understand and manage the risks associated with all service processes.
- Maintain an effective system of controls to reduce exposure and thereby minimise risk.
- To maintain a high level of integrity and ethical standards
Key Responsibilities/Accountabilities
- Ensures that sales targets are met by tracking subordinates, performance daily and provide feedback in Connect sessions.
- Maintains a sound understanding of the different segments i.e. Business and Commercial Banking, VAF etc in the branch’s area of operation in order formulate sales tactics.
- Proactively identify viable opportunities for ecosystem cross-selling during customer interactions.
- Manages the sales tracking system and provides coaching and feedback to the team.
- Coaches the sales team on product knowledge and makes the most of cross-selling opportunities.
- Guides subordinates to have meaningful and value-added customer conversations, thereby achieving maximum business development.
- Focuses on multi-channel integration.
- Manages work list queues to ensure items are actioned within timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines.
- Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff/teams.
- Monitors and manages the performance of team members, as it relates to handling of leads, queries and complaints management.
- Coaches staff on the required behaviours to support the Finacle system.
- Ensures customers are interviewed and provided with advice on appropriate products to meet individual needs.
- Ensures that self-service channels are offered and explained during each customer interaction.
- Ensures that profitable customers are acquired and retained and that a needs analysis is completed for each.
- Ensures that accounts are opened in accordance with the laid-down instructions and procedures, by performing spot checks.
- Ensures that scanning of documents is always done at source.
- Designs tactics and manage processes to ensure that sales targets are met.
- Ensures everyone identify cross-sell and digital migration opportunities and sell products/services reactively. i.e. migrate customers to appropriate segments such Blue, Silver, Prestige and Business Banking when required.
- Completes all compliance training within laid down timelines
- Creates and maintains a service-orientated environment in the banking hall.
- Ensures that staff deals with customers efficiently and effectively.
- Ensures that laid-down instructions are adhered to for all routine transactions pertaining to customer enquiry related functions.
- Authorises amended daily ATM (Automated Teller Machine) withdrawal limits.
- Authorises issue of ATM cards (linking/re-orders) as well as Personal Identification Numbers (PIN).
- Ensures that all routine functions are adhered to according to laid down procedures.
- Ensures that direct reports provide customers with exceptional service.
- Ensures that there is a sufficient number of staff members in place to meet the fluctuating demands of customers by effectively interpreting and actioning the data provided by the Branch
- Maintains and updates all administration for own staff.
- Ensures that all aspects regarding the courier of cards etc between branches are adhered to according to laid down procedures
- Ensures that all aspects relating to deliveries and received goods are adhered to according to laid down procedures.
- Co-ordinates and control the ordering of corporate wear for all staff and file the delivery note as a reference document should there be future queries or possible returns at a later stage.
- Controls cleaning staff.
- Maintains the Fixed Assets inventory and undertakes physical verification of assets as and when required, complete move sheets for relocation of items, ensure new equipment received is recorded, and obsolete equipment removed is deleted.
- Controls and updates internal telephone lists
- Controls and order stationery for the Branch when required.
- Assigns users to the organisation structure.
- Logs Team Track requests for all hardware and telephony related problems.
- Loads users to the channel platforms
- Ensures that excess cash holdings are reported and adhered to according to laid down procedures.
- Attends Connect meetings, when required.
- Continuously looks for opportunities to streamline processes and improve on service delivery.
- Countersigns bank cheques, when necessary within limits of authority.
- Authorises withdrawals and other value transactions within limits of authority
- Ensures that current merchandising is effectively displayed in the Branch.
- Ensures laid down instructions for Contingency are followed in the event of ATM/BDS systems being down.
- Ensures that Control Data Capture (CODAC) questions are replied to daily and zero tolerance to escalations to the next level.
- Ensures KYC status codes are updated on system by surbodinates
- Ensures that losses are reported according to laid down procedures completes documentation with regard to investigations of losses for own area.
- Ensures staff awareness in terms of fraud.
- Attends to and reports in conjunction with Regional Quality Assurance teams on all losses and special investigations as it pertains to Internal Audit, Fraud Risk and Loss Management (FRLM) and Operations Shared Services (OSS) requirements.
- Prepares in conjunction with the Regional Quality Assurance team detailed correspondence to internal audit when a special investigation is required.
- Ensures in conjunction with Quality Assurance team that finding sheets from Risk Assurance and Internal Audit has been responded to and irregularities attended to according to laid down procedures.
- Attends to queries related to adverse credit bureau listings.
- Ensures that the UV Lights are operational and comparison stickers are not faded.
- Ensures staff members are fully conversant with opening/closing procedures and security during banking hours and that the measures are strictly adhered to.
- Monitors the physical security of the centre and liaise with Global Real Estates Services where required.
- Effectively manages the day to day responsibility and requirements of the CCTV systems.
- Controls the security guards and meet with the security company regularly.
- Reports damaged/lost Panic Buttons.
- Controls and authorises changes to PINs to security equipment
- Manages a team to ensure effective delivery of objectives for the area.
- Develops a high performing team by embedding the bank’s performance process, regular performance feedback and coaching. Addresses poor performance.
- Motivates team members and ensures that they receive recognition for work well done.
- Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
- Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and has career conversations with them
- Interviews and recruits new members of the team, including determining the appropriate salary with input from the Human Capital Business Partner.
- Creates workforce plans for the area to ensure that current and future business requirements can be met. Such plans should be revisited at least twice a year.
- Uses workforce plans to obtain headcount approvals on an annual basis and as input into the financial budgeting cycles.
- Creates quarterly leave plans to ensure adequate coverage.
- Approves leave requests and leave sell requests.
- When required, initiates disciplinary processes for team members. Resolves grievances raised by team members, escalating only if unresolved
· Ensures customers are interviewed and provided with advice on appropriate products to meet individual needs.
· Ensures that self-service channels are offered and explained during each customer interaction.
· Ensures that profitable customers are acquired and retained and that a needs analysis is completed for each.
· Ensures that accounts are opened in accordance with the laid-down instructions and procedures, by performing spot checks.
· Ensures that scanning of documents is always done at source.
· Designs tactics and manage processes to ensure that sales targets are met.Ensures consultants identify cross-sell and digital migration opportunities and sell products/services reactively. i.e. migrate
Preferred Qualification and Experience
• Business Degree or any equivalent qualification with 3-5 years experience.
OR
• Diploma in Business Management or any equivalent qualification with 5 – 7 years experience
• Branch banking experience will be an added advantage
• Experienced in managing and leading a diverse range of people and their activities is essential.
• Proficient in relevant computer applications.
Knowledge/Technical Skills/Expertise
- Comprehensive knowledge of the bank’s laid-down policies and procedures relating to telling and customer service.
- Knowledge of the New Delivery System (NDS) as it relates to own department.
- Knowledge of the Code of Banking Practice.
- Knowledge of Managing Local Market sales principles.
- Understanding of service and sales initiatives.
- Attendance of the relevant SBSA training courses, e.g product knowledge, sales skills.
- Knowledge of the Financial Advisory and Intermediary Services Act.
- Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
- Strong sales background