Job description
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 serviceHello Future Branch Delivery Sales and Service Team Leader Welcome to FNB , the home of the #changeables . We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.As part of our FNB Points of Presence (POP) team, the Branch Delivery Sales and Service Team Leader plays a critical role in leading, coaching, and supporting the branch sales and service team to achieve performance targets while delivering consistently exceptional customer experiences.This role is accountable for driving sales performance, ensuring strong service delivery, embedding compliance and governance, and developing capable, high performing teams in a dynamic branch environment.Now’s the time to imagine your potential in a leadership role where people capability, customer excellence, and commercial outcomes come together. Are you someone who can:Lead and support the sales and service team to achieve and exceed agreed targetsDrive sales across product and campaign initiatives to optimise growth and profitabilityDeliver customer experience excellence aligned to organisational values and service standardsCommunicate service solutions clearly and secure customer and stakeholder buy inEnsure product knowledge and advice provided is technically accurate and compliantEngage customers to understand unique requirements and support value optimisation and product integrationManage and grow the active customer account base within the branchAnalyse customer insights and business data to identify service and sales improvement opportunitiesProvide regular reporting on service delivery, customer targets, and SLA performanceLeadership, People & Performance ResponsibilitiesManage team delivery against goals within the area of responsibilitySet meaningful stretch goals and motivate team achievementProvide ongoing coaching, guidance, and performance feedbackIdentify development needs and ensure personal development plans are created, implemented, and reviewedCreate a development culture where learning, insights, and best practice are actively sharedManage performance moderation, recognition, disciplinary, and retention processes in line with HR policiesParticipate in Talent Management practices and succession planningImplement Employment Equity plan targets in recruitment and employee movement activitiesResolve conflict and respond to employee concerns in a timely and fair mannerEnsure effective transfer of skills across functions within the team
Responsibilities & skills
Education
Ensure full compliance with statutory, legislative, policy, and governance requirementsImplement and embed relevant policies and practice standards across the teamMaintain up to date knowledge of legislative changes, industry best practice, and internal compliance requirementsEnsure system and process compliance and address audit findings effectivelyIdentify, assess, and manage risks within the area of accountabilityProvide input into governance and compliance process improvementsEducate team members on risk management, compliance expectations, and process enhancementsParticipate in specialist risk and governance forums where required
Experience
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FirstRand
FirstRand knows firsthand about banking. The company's FirstRand Bank Holdings operates FirstRand Bank and First National Bank in southern Africa, as well as asset financing firm WesBank and investment bank Rand Merchant Bank. FirstRand Limited owns and operates more than 750 branches and approximately 6,000 ATMs in South Africa, Botswana, Lesotho, Mozambique, Namibia, Swaziland, and Zambia. It also has a presence on every continent except Antarctica, with an international focus on Asia, Australia, the Middle East, and the UK. The company's activities encompass retail and private banking, corporate and investment banking, insurance, and asset management.
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