Branch Delivery Sales and Service Team Leader

FirstRand Bank Limited; Benoni; On-site; ZAR 420,000 - 560,000; Full time

Benefits offered by this job

Leadership opportunities within POP

Learning and development

Cross-functional collaboration

Opportunity to influence outcomes

Job summary

FirstRand Bank Limited in South Africa invites applications for a Branch Delivery Sales and Service Team Leader. Lead, coach and support the branch sales and service team to achieve targets, deliver compliant customer experiences, and foster a culture of service excellence in a fast‑paced branch environment.

You will own performance, develop capability, drive product and campaign initiatives, embed governance and risk controls, and use insights to improve service delivery and profitability

Qualifications

• Lead and support the sales and service team to achieve targets.
• Drive sales across product and campaign initiatives.
• Deliver customer experience excellence aligned to values and service standards.
• Ensure product knowledge and advice provided is compliant.
• Engage customers to understand requirements and optimise value across products.

Responsibilities

• Manage team delivery against goals within the area of responsibility.
• Provide ongoing coaching, guidance, and performance feedback.
• Identify development needs and ensure personal development plans are created and reviewed.
• Implement Employment Equity plan targets in recruitment and movement activities.
• Resolve conflicts and respond to employee concerns in a timely and fair manner.

Skills

Leadership experience

Sales targets achievement

Customer experience focus

Compliance awareness

Data analysis

Education

Grade 12 / NQF 4

NQF Level 5 Certificate in Banking/Business Management

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 service. Hello 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 targets
• Drive sales across product and campaign initiatives to optimise growth and profitability
• Deliver customer experience excellence aligned to organisational values and service standards
• Communicate service solutions clearly and secure customer and stakeholder buy in
• Ensure product knowledge and advice provided is technically accurate and compliant
• Engage customers to understand unique requirements and support value optimisation and product integration
• Manage and grow the active customer account base within the branch
• Analyse customer insights and business data to identify service and sales improvement opportunities
• Provide regular reporting on service delivery, customer targets, and SLA performance

Leadership, People & Performance Responsibilities

• Manage team delivery against goals within the area of responsibility
• Set meaningful stretch goals and motivate team achievement
• Provide ongoing coaching, guidance, and performance feedback
• Identify development needs and ensure personal development plans are created, implemented, and reviewed
• Create a development culture where learning, insights, and best practice are actively shared
• Manage performance moderation, recognition, disciplinary, and retention processes in line with HR policies
• Participate in Talent Management practices and succession planning
• Implement Employment Equity plan targets in recruitment and employee movement activities
• Resolve conflict and respond to employee concerns in a timely and fair manner
• Ensure effective transfer of skills across functions within the team

Compliance, Risk & Governance

• Ensure full compliance with statutory, legislative, policy, and governance requirements
• Implement and embed relevant policies and practice standards across the team
• Maintain up to date knowledge of legislative changes, industry best practice, and internal compliance requirements
• Ensure system and process compliance and address audit findings effectively
• Identify, assess, and manage risks within the area of accountability
• Provide input into governance and compliance process improvements
• Educate team members on risk management, compliance expectations, and process enhancements
• Participate in specialist risk and governance forums where required

Qualification & Experience Requirement

• Minimum Qualification: Grade 12/ NQF Level 4
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields
• 1-3 years of experience in sales, management and/or preferred supervisory experience

You will be an ideal candidate if you possess the following:

• Proven leadership experience within a sales and service branch environment
• Strong track record of achieving sales, service, and customer experience targets
• Solid understanding of compliance, risk, and governance within financial services
• Experience coaching, developing, and managing team performance
• Ability to analyse data and translate insights into practical actions

You will have access to:

• Leadership opportunities within a dynamic Points of Presence environment
• Ongoing learning and development aligned to leadership and sales excellence
• Exposure to cross functional collaboration and communities of practice
• The opportunity to influence customer outcomes, team capability, and business growth

You can be a match if you are:

• Customer obsessed with a passion for service excellence
• Results driven and motivated by team success
• Confident in influencing, coaching, and communicating
• Ethical, disciplined and risk aware
• Analytical and comfortable working with data and insights
• Adaptable, resilient, and energised by a fast-paced environment
• Committed to developing people and building high performing teams

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. Candidates may disclose disability information on a voluntary basis. This information will be kept confidential unless required by law.

12/10/26

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services. The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group's purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.