Company DescriptionStandard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector's most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We're passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.Job DescriptionTo manage and develop a team and all other available resources (people, process and systems) within the branch to entrench a strong client-focused culture that will enable high-quality service to all customers.Provide strategic leadership and direction to the Universal Banking team, ensuring alignment with organisational goals and objectives.Implement and maintain rigorous performance management systems to drive team productivity and efficiency.Conduct regular performance reviews and provide constructive feedback to team members, addressing any performance issues promptly and professionally.Oversee the development and execution of comprehensive training programmes to enhance team members' skills and knowledge.Ensure strict adherence to all regulatory requirements, internal policies, and risk management protocols.Analyse market trends and competitor activities to identify opportunities for business growth and service improvement.Develop and implement strategies to enhance customer satisfaction and loyalty, regularly reviewing and refining these approaches.Manage branch resources effectively, including budget allocation, staffing levels, and technological infrastructure.Collaborate with other departments to streamline processes and improve overall operational efficiency.Represent the branch in high-level meetings and negotiations with key stakeholders and partners.Take full accountability for branch performance metrics, including financial targets, customer satisfaction scores, and compliance ratings.Proactively identify and mitigate potential risks to branch operations and customer relationships.Foster a culture of continuous improvement, encouraging innovation and best practice sharing within the team.QualificationsMatric (Secondary Education Certificate)National Diploma (NQF6 FAIS recognized qualification)Critical Experience Requirements:Extensive experience in Personal and Private Banking sectors is mandatory, including managing client relationships and delivering tailored banking services to meet diverse needs.A minimum of 3-4 years of proven track record in front-line banking operations is essential, encompassing direct client interactions, managing transactions, resolving complex queries, and ensuring compliance.Comprehensive knowledge of retail and business products, including deposit accounts, loans, credit facilities, investment products, and digital banking services. Adept at cross-selling and advising clients on product combinations to achieve financial goals.In-depth understanding of branch procedures and interdependencies, including cash management, regulatory compliance, risk management, operational audits, team coordination, and process optimization.In-depth knowledge of sales and managing sales teams, including setting targets, driving performance, coaching team members, and implementing effective sales strategies to achieve organizational goals.Demonstrated commitment to excellence in client service, with strong interpersonal and communication skills, proactive and empathetic client engagement, and the ability to thrive in a fast-paced, results-oriented environment.Additional InformationBehavioural Competencies:Adopting Practical ApproachesArticulating InformationChallenging Ideas & Convincing PeopleExploring PossibilitiesFollowing ProceduresGenerating IdeasMaking Decisions & Producing OutputProviding InsightsShowing ComposureUnderstanding PeopleTechnical Competencies:Application & Submission Verification (Consumer Banking)Banking Process & ProceduresClient Acceptance & ReviewCustomer Understanding (Consumer Banking)ProcessingProduct Knowledge (Consumer Banking)
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