Sales and Service Manager

FirstRand Limited; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

FirstRand Limited is seeking a seasoned leader to manage a Private Banking and Advisory team, driving sales, service quality, and client conversions to the main bank. The role emphasizes coaching, performance management, and governance to meet regulatory and audit standards.

You will lead through change, ensure training, and develop a high-performing team while maintaining strict compliance and risk controls.

Qualifications

• 5+ years experience in Sales/Service within a banking/financial environment with advisory, sales and leadership experience.
• Completion of RE5 is required.
• FSCA recognized commerce degree (NQF 6/7).

Responsibilities

• Track, control and drive delivery of exceptional service through proactive, innovative solutions delivered by the team.
• Track and drive sales activities to meet team sales targets.
• Proactively drive client conversions to main bank through salary deposits.
• Coach team members to resolve queries and complaints escalated.
• Monitor adherence to processes and compliance with legislative/audit requirements.
• Implement corrective actions immediately.
• Improve sales/service processes to boost delivery efficiencies.
• Continuously assess own performance and seek feedback and training.
• Coach team on learning, solutions, products and processes to improve business performance.
• Plan and manage performance, skills development, EE, talent and culture to raise team competitiveness.

Skills

Leadership

Sales management

Client service

Coaching

Performance tracking

Education

FSCA recognized commerce degree

RE5

Job description

Job DescriptionTo effectively manage the sales and service delivery model within a portfolio of clients through enabling and driving a team’s performance to achieve objectives.As part of our Private Banking and Advisory Team, you will be surrounded by unique talent, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.Are you someone who can:Track, control, and drive the delivery of exceptional service through proactive, innovative, and appropriate solutions which are delivered by the team.Track, control and drive sales activities with the specific aim to achieve pre-determined team sales targets.Proactively drive client conversions to main bank through salary deposits.Actively coach team members to effectively resolve queries and complaints that are escalated.Monitor and evaluate the team's adherence to relevant processes and compliance to legislative and audit requirements.Ensure corrective actions are implemented immediately.Track, control, and implement changes to sales and service processes to improve efficiencies in delivery to clients.Continuously assess own performance, seek timely and clear feedback and request training where appropriate.Actively coach team through providing advice about learning, solutions, products, and processes with the aim to improve business performance.Plan and manage performance, skills development, employment equity, talent, and culture of the team, to improve team performance, innovation, achieve efficiencies and increase competencies.You will be an ideal candidate if you:An appropriate FSCA recognized commerce degree at NQF level 6 / NQF level 7.Have 5 years+ experience within a Sales/Service area of a banking / financial environment with financial advisory, sales and leadership experience.Completed RE5Additional RequirementsIn accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.Important 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.24/10/26All 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.