Branch Delivery Sales and Service Team Leader Location: Sandton
Time Type: Full time
Posted on: Posted 2 Days Ago
Job Requisition ID: R18721
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 resolution of customer queries and complaints timeously and ownership of issues. Analyse customer feedback to help improve customer service and propose ideas to improve customer service. Engage in cross-functional relationships to obtain and provide work support. Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability. 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. Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies. 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. Ensure conflict resolution and respond to complaints or concerns. Set relevant stretch goals for team and motivate achievement. Job Details Application Closing Date: 31/08/24
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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About Us Serving retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life. It has a market-leading app and a globally recognised rewards system in eBucks. FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report. FNB represents multiple opportunities for you to build an exciting and rewarding career, especially if you want to change people's lives in an authentic, profound and sustainable way.
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