Sales & Service Team Leader (FAIS)

Absa Bank Limited; Beaufort West; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Absa Bank Limited in South Africa seeks a dynamic leader to head a team of Service Consultants and Sales & Service Consultants, driving service excellence, sales performance and regulatory compliance within an integrated banking environment.

You will lead daily operations, coach staff, monitor KPIs like NPS and TAT, and contribute to customer satisfaction through effective frontline management and process improvements in a branch setting.

Qualifications

• Leadership experience in a front-line banking environment.
• Proven track record in achieving sales targets while maintaining service quality.
• Strong understanding of customer relationship management in branch banking.

Responsibilities

• Lead, coach, and develop team members to achieve service and sales KPIs.
• Drive customer satisfaction and deliver exemplary in-branch service.
• Ensure compliance with FAIS, FICA, AML and control requirements.

Skills

Team Leadership

Sales Targeting

Customer Relationship Mgmt

Performance Management

Education

National Diploma / Advanced Certificate: Business, Commerce and Management Studies

Job description

Empowering Africa’s tomorrow, together…one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Belonging at AbsaAbsa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.Job SummaryTo lead, motivate, and manage a team of Service Consultants and Sales & Service Consultants to achieve service excellence, sales performance, and compliance outcomes within an integrated banking environment. Lead frontline consultants to achieve service, sales and compliance outcomes.Job DescriptionKEY FOCUS AREASTo lead and coordinate daily sales and service operations to ensure service quality, team performance, and efficient execution of approved sales and operational plans, while supporting customer satisfaction and continuous improvement.• Lead teams to achieve defined sales targets and support sustainable business growth.• Strengthen customer relationship management and deliver consistent service excellence.• Implement operational plans and monitor performance against agreed objectives.• Champion collaboration, knowledge sharing, and a culture of continuous improvement.• Ensure compliance with risk, control, and regulatory requirements.• Apply technology and process optimisation to enhance efficiency and accuracy.• Act as a brand ambassador, promoting professionalism and customer advocacy.• Support workforce planning, coaching, and uplift of team capability.• Monitor customer satisfaction with regards to WPB activities• Contribute to innovation and tactical execution of regional sales strategies.ACCOUNTABILITIESPeople LeadershipLead, coach, and develop team membersManage performance, targets, and behavioural standardsConduct regular one-on-ones, coaching, and performance reviewsEnsure adequate staff coverage and workforce planningSales & Service PerformanceDrive achievement of team sales and service KPIsMonitor customer experience metrics (e.g. NPS, complaints, TAT)Support consultants with complex customer interactions and escalationsDeliver a consistently exceptional in-branch customer experience by proactively welcoming, guiding, and supporting customersPromote efficient service, alternative banking channelsUpholding Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environmentOperational & Risk ManagementEnsure team adherence to FAIS, FICA, AML, and operational controlsConduct daily, weekly, and monthly controls and reportingMonitor risk indicators and implement corrective actionsCulture & EngagementReinforce a customer-centric, ethical, and performance-driven culturePromote collaboration across branch teamsEducationNational Diplomas and Advanced Certificates: Business, Commerce and Management Studies