Branch Delivery Sales and Service Team Leader

FirstRand Limited; Johannesburg; On-site; ZAR 450,000 - 700,000; Full time

Benefits offered by this job

Leadership development

Learning opportunities

Job summary

FirstRand Limited, through its FNB Points of Presence, seeks a Branch Delivery Sales and Service Team Leader to lead and coach the branch sales and service teams to exceed targets while delivering exceptional customer experiences. You will drive sales initiatives, embed governance, and develop high-performing teams in a fast-paced branch environment.

The role emphasises customer-centric service, data-driven improvements, and ongoing development aligned with HR policies, with opportunities for

Qualifications

• 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 supervisory roles.

Responsibilities

• Lead and coach the sales and service team to meet targets.
• Drive sales across product and campaign initiatives to optimise growth and profitability.
• Ensure customer experience excellence aligned to service standards.
• Communicate service solutions clearly and secure customer and stakeholder buy-in.
• Ensure product knowledge and advice provided is compliant.
• Analyse customer insights and business data to identify service and sales improvement opportunities.
• Provide regular reporting on service delivery, customer targets, and SLA performance.

Skills

Leadership

Sales management

Coaching

Customer experience

Data analysis

Communication

Education

Grade 12 / NQF4

Certificate in Banking / Business Management

Job description

Job DescriptionTo 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 LeaderWelcome 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 performance Leadership, 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 Compliance, Risk & GovernanceEnsure 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 Qualification & Experience RequirementMinimum Qualification: Grade 12/ NQF Level 4Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields1–3 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 environmentStrong track record of achieving sales, service, and customer experience targetsSolid understanding of compliance, risk, and governance within financial servicesExperience coaching, developing, and managing team performanceAbility to analyse data and translate insights into practical actionsYou will have access to:Leadership opportunities within a dynamic Points of Presence environmentOngoing learning and development aligned to leadership and sales excellenceExposure to cross functional collaboration and communities of practiceThe opportunity to influence customer outcomes, team capability, and business growthYou can be a match if you are:Customer obsessed with a passion for service excellenceResults driven and motivated by team successConfident in influencing, coaching, and communicatingEthical, disciplined, and risk awareAnalytical and comfortable working with data and insightsAdaptable, resilient, and energised by a fast-paced environmentCommitted to developing people and building high performing teamsApply now if you are ready to take the next step in your leadership career as an FNB Points of Presence: Branch Delivery Sales and Service Team Leader, leading teams to deliver outstanding customer outcomes and sustainable business growth.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 lawImportant Closing Date NoteTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.13/11/26All 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.