Branch Delivery Sales and Service Team Leader Location: 82 Adderley Street, Cape Town, 8001
Time Type: Full time
Posted On: Posted 5 Days Ago
Time Left to Apply: End Date: October 17, 2024 (1 day left to apply)
Job Requisition ID: R17819
Job 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 customer service solutions are aligned to the business operational plan, organisational values, and service standards. Communicate how customer service solutions will be implemented and secure buy-in. Ensure product knowledge and advice is technically accurate. 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. Engage in cross-functional relationships to obtain and provide work support. Manage the growth of the active customer account base. Ensure compliance with relevant statutory, legislative, policy, and governance requirements in the area of accountability. Maintain knowledge on relevant legislative amendments, industry best practices, and internal compliance procedures and requirements. Develop an understanding of risks and risk management approaches. Implement and provide input into the development of governance and compliance procedures and processes within the area of specialisation. Educate others and make suggestions for improvements. Network and participate in specialist risk forums where required. Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets. 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. 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. Ensure conflict resolution and respond to complaints or concerns. Set relevant stretch goals for the team and motivate achievement. Job Details Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 17/10/24
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.
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