CORE PURPOSE OF THE JOB
To deliver superior client experiences by managing a team of employees that serve in a capacity of a Concierge thereby ensuring exceptional service delivery. This role combines client engagement, technical support, office management, and strategic direction of client services, with a strong emphasis on fostering relationships and maintaining operational efficiency.
MAIN FUNCTIONS OF THE JOB INCLUDE:
Client Services Strategy:
Responsible to develop and implement departmental client services strategies for the concierge service centers.
Responsible to oversee the budget for the concierge service.
Through constant research and peer Bank reviews, recommend innovative solutions and strategies to enhance client service delivery.
Provide detailed reports to the GM Retail and COO MANCO regarding the strategic and operational deliverables of the respective concierge service centers.
Review operational processes and identify efficiencies to enhance customer service.
Identify strategic locations for future concierge centers to engage untapped markets.
Client Engagement:
Serve as the primary point of contact between clients and the bank, enhancing their experience through exceptional service.
Develop and maintain trusting relationships with clients at all levels, leveraging strong interpersonal and communication skills.
Demonstrate comprehensive knowledge of banking and sales functions, bank products, services, and systems.
Ensure clients feel welcomed and valued, upholding the company's culture.
Proactively endeavor to exceed client expectations by rendering excellent customer service.
Represent the bank at regional events to network and build relationships.
Proactively solicit business leads from clients and ensure follow through with the relevant departments to ensure that clients' needs are met.
Technical Support
Through effective communication and collaboration with the Central Operations Division ensure that the client receives the required technical support in an efficient and effective manner for all digital requirements.
Lead with a 'tech first' approach.
Excellent working knowledge of the bank's mobile banking app, Transactional Banking, and other digital platforms.
Office Management
Ensure that there is appropriate backup Service Concierge coverage in the event of planned or unplanned absences.
In the absence of a backup service concierge, perform the role of a service concierge as and when required.
Handle office-related payments.
Ensure efficient management and recording of the Bank's assets in keeping with the IT and Finance Department's reporting requirements.
Report any anomalies (e.g., equipment malfunctions and service interruptions) to the relevant services centers within the Head Office Division.
Ensure that the Concierges maintain and upkeep the offices by ensuring that the offices are kept clean and refreshments replenished by the relevant outsourced cleaning companies.
Ensure that the offices have sufficient stationery and marketing material that is required to engage clients.
Inspect and ensure that all technical equipment is in working order and report the necessary queries to the IT and Facilities Departments at Head Office.
Ensure that each Concierge service center is visited at least once a month or more frequently to ensure the Bank's strategic objectives and client services expectations are being met.
Redirection of Services
Maintain a strong understanding of sales, support structures, and communication.
Assess client needs and direct them to appropriate staff or resources, including sales, support, customer services or online applications.
Staff Management:
Lead, mentor, and manage a team of concierges, providing guidance, training, and performance evaluations to ensure high service standards.
Foster a positive and collaborative team environment, encouraging professional growth.
Implement and monitor service standards, procedures, and best practices to enhance team performance and client satisfaction.
Address and resolve any staff-related issues or conflicts, ensuring a harmonious work environment.
Ensure that the team of concierges are regularly appraised in terms of their performance in keeping with the Bank's performance management guidelines.
Conduct regular meetings (at least monthly) with each Concierge as well as with the Concierge team across all regions to determine the challenges and opportunities encountered by the service.
Provide the Concierge team with leadership and direction on matters raised and escalate matters to Head Office for resolution where required.
QUALIFICATIONS
BCOM or Business Management / Banking qualification.
FAIS Compliant.
PREFERRED EXPERIENCE
3 – 4 years in the Banking industry with management experience.
2 – 3 years in a customer-centric position.
KNOWLEDGE
Teams.
Zoom.
WhatsApp Channel.
Sign Flow.
Apple iPad & iPhone devices.
Enterprise system.
iMal system.
Apply for Finance.
Excellent knowledge of support and sales structures.
NOTE
Due to this being considered a critical position at the Bank, notice of termination of employment is three (3) months.
This position requires the candidate to travel.
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
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