Branch Delivery Sales and Service Team Leader

firstrand; Randburg; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An established industry player is seeking a dynamic Branch Delivery Sales and Service Team Leader to manage a high-performing team. This role focuses on driving sales, ensuring compliance, and delivering exceptional customer service. The ideal candidate will be skilled in building relationships and analyzing customer feedback to enhance service delivery. Join a company recognized for its strong brand and commitment to making a meaningful impact in people's lives. This is an exciting opportunity for those looking to grow in a supportive and innovative environment.

Qualifications

• Proven experience in managing sales and service teams.
• Strong understanding of compliance processes and customer service excellence.

Responsibilities

• Manage and support the sales and service team to exceed targets.
• Ensure compliance with statutory and governance requirements.
• Build long-term relationships with customers to enhance brand trust.

Skills

Customer Service

Sales Management

Compliance Knowledge

Relationship Building

Analytical Skills

Education

Bachelor's Degree in Business or related field

Experience in Banking or Financial Services

Job description

Branch Delivery Sales and Service Team Leader page is loaded

Branch Delivery Sales and Service Team Leader

Apply locations: Randburg | Time type: Full time | Posted on: Posted Yesterday | Time left to apply: End Date: May 13, 2025 (4 days left to apply) | Job requisition id: R32195

Job Description

To manage and support the sales and service team, ensuring they reach targets while adhering to compliance processes and procedures, and providing exceptional customer service.

1. Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work.
2. Drive sales across product and campaign initiatives to exceed set targets.
3. Deliver customer experience excellence aligned to organisational values and service standards.
4. Build professional long-term relationships with customers based on trust to enhance the brand.
5. Collect and analyze information and feedback to fully understand customer needs and deliver quality service.
6. Deliver service that exceeds customer expectations through proactive, innovative, and appropriate solutions.
7. Provide customers with relevant information about products and services.
8. Ensure a full understanding of customer needs to deliver quality service.
9. Align customer service solutions with the business operational plan, organisational values, and service standards.
10. Communicate how customer service solutions will be implemented and secure buy-in.
11. Maintain technical accuracy in product knowledge and advice, and keep customers informed about product and service options.
12. Resolve customer queries and complaints promptly, owning issues until resolution.
13. Analyze customer feedback to improve customer service and propose improvement ideas.
14. Build relationships that manage expectations, share knowledge, and foster buy-in.
15. Engage in cross-functional relationships to support work activities.
16. Understand customer requirements, drive value optimization, and advise on product integration and wealth management.
17. Manage the growth of the active customer account base.
18. Ensure compliance with relevant statutory, legislative, policy, and governance requirements.
19. Implement and review relevant policies, governance, and compliance procedures.
20. Stay updated on legislative changes, industry best practices, and internal compliance requirements.
21. Incorporate compliance into systems and procedures, and respond to audit findings and changes.
22. Understand risks and risk management strategies.
23. Develop governance and compliance procedures, identify risks, and suggest improvements.
24. Participate in risk forums as required.
25. Improve business decisions with accurate business intelligence and trend analysis.
26. Provide regular reports on service delivery against SLAs and customer targets.
27. Gather information to review work progress and identify improvement opportunities.
28. Identify development needs for self and employees, and implement effective solutions.
29. Ensure personal development plans are in place and reviewed.
30. Provide on-the-job coaching and guidance.
31. Contribute to a culture of shared information and continuous improvement.
32. Build collaborative relationships with peers and stakeholders.
33. Participate in communities of practice to enhance organizational knowledge.
34. Manage team performance, including goal setting, coaching, and feedback.
35. Handle performance moderation, disciplinary actions, recognition, and retention per HR policies.
36. Participate in talent management and ensure employment equity in recruitment and employee movements.
37. Manage employee performance and conflict resolution.
38. Set and motivate team to achieve stretch goals.

Job Details

Please note that applications will not be accepted after the closing date. Submit your application before May 13, 2025.

All appointments will align with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment of individuals with disabilities; candidates may voluntarily disclose disability information, which will be kept confidential unless required by law.

Introduce Yourself

Introduce yourself to our recruiters. We will contact you if your profile matches a role.

For queries, please log via MyQ.

About Us

FNB serves retail and commercial customers with a range of financial and insurance products, digital solutions, and rewards programs like eBucks. Recognized as the strongest banking brand globally, FNB offers numerous career opportunities for those wanting to make a meaningful impact in people's lives.