Team Leader Area Service Centre at Standard Bank Group

Job description

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Team Leader Area Service Centre to help us fulfil our business objectives and build customer loyalty

Job Purpose

• To ensure that customers consistently receive high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the branches.
• To ensure that customers are migrated to more appropriate and cost-effective channels and those cross-selling opportunities are identified and actioned, based on the customer’s needs.
• To proactively identify and assess the risks faced by the branches and reduce the overall exposure by maintaining an effective system of controls.
• To ensure the effective rollout of change management initiatives and supports a change management development programme across outlets within the region.
• Maintain a high level of integrity and ethical standards.
• To maximise the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention in line with Personal and Business Market objectives.

Key Responsibilities/Accountabilities

• Drive transaction-led customer acquisition
• Executes sales plans to achieve responsive sales targets for the branches.
• Manages the sales tracking system and provide feedback and coaching to the team.
• Drives the lead referral system.
• Ensures that coaching of the customer consultants on product knowledge, cross-selling opportunities takes place.
• Drives the interplay between various channels (i.e. branch, proactive Sales and access points).
• Identifies business opportunities across segments within the region.
• Drives the usage of the Customer 1st system within region.
• Drives the required behaviours to support the Customer 1st system within region.
• System Access Administration
• Assigns users to the organisation structure.
• Adds/removes user access.
• Re-sets passwords.
• Logs Team Track requests for all hardware and telephony related problems.
• Loads users to the Multi-Function Device (MFD) system.
• Complete all compliance training within laid down timelines.
• Communicates and ensures that service standards are maintained, in line with differentiated requirements of the market segments.
• Ensures that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
• Ensures that the branches strive for continuous service improvement
• Consistent customer experience
• Maintains awareness of serious customer complaints within the
• Region, across Personal and Small Enterprise Segments and ensures the resolution thereof.
• Ensures that opportunities for migration of customers to more appropriate/cost-effective channels.
• Ensures that potential transactions that can be migrated are identified and actioned.
• Ensures efficient, customer-orientated telephone procedures.
• Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Regional Manager in conjunction with the Workforce Optimisation team.
• Ensures BST schedule adherence for all reporting branches.
• Ensures that problem root causes are resolved by facilitating corrective action and regular liaison with support entities.
• Ensures that that service measurement is maintained and action adverse trends.
• Implements service recovery to facilitate customer retention.
• Efficiency and effectiveness
• Manages assets, (e.g. cash and cost accountabilities), with emphasis on the containment of controllable costs.
• Scrutinise the ICM General Cash account monthly on a surprise check basis, if Team Leader, Branch is the senior treasury custodian.
• Scrutinises financial branch reports to monitor and analyse costs, profitability and contribution.
• Monitors effective risk management, regulatory, compliance and cost containment within Branches.
• Ensures overall operational readiness/efficiency of the branches infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
• Ensures that levels of authority and limits of access to information/systems are adhered to.
• Ensures that all routine controls relating to new business are effectively applied.
• Ensures that sales and service efforts are aligned across all segments represented in the Regions and that resources are allocated accordingly.
• Ensure that the Team Leader, Branch has daily reflection sessions with Small Enterprise and Personal Markets staff to manage daily delivery of minimum business expectations.
• Acts as an Electronic Content Management (ECM) Champion by:
• Accessing the ECM box on a daily basis to ensure that the ECM inbox does not have any documents from the previous day
• Ensuring that the relevant staff member indexes ECM documents within the required timeframes by following the necessary escalation process
• Risk management and compliance
• Identifies the major risks affecting the branches and in conjunction with the Regional Quality Assurance team ensures that the necessary steps are taken to measure, monitor and manage these risks.
• Ensures that a ten percent Know Your Customer (KYC) and Account
• Origination sample check for the correct KYC and account opening documents are conducted on a weekly basis.
• Monitors complete regulatory compliance for branches within the relevant region by:
• Monitors and manages physical, operational and process risk controls and levels of authority in the Region to minimise risk exposure.
• Maintains information on Security and access control system (SACS) for the relevant branches as per laid down procedure.
• Ensuring an understanding, adherence and disclosure to customers regarding accreditation, service fees and commission in terms of the Code of Banking Practice.
• Ensuring an understanding of, and adherence to, documentation requirements as outlined by FAIS and the Financial Intelligence Centre Act (FICA) and the Code of Banking Practice (COPB) for Personal and Small enterprises.
• Ensuring that all staff within the region, branches understands their roles as non FAIS representatives and do not give advice to customers.
• Ensures that all products offered to customers are sold on features, benefits and factual information only.
• Ensures understanding and adherence in the channel to the Consumer Protection Act (CPA).
• Identifies key physical, operational, processing and image risk factors.
• People management
• Ensures the team is inspired, motivated, and managed across Personal and Small enterprises within the Region.
• Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
• Ensures skills assessments and competency-based training takes place as and when required.
• Drive 100% compliance training for all staff, with the Region.
• Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
• Creates an environment in which learning and development are emphasised and valued.
• Takes personal responsibility for coaching and mentoring others.
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
• Promotes a culture where the values of the Bank are seen to be ‘alive’
• Ensures the implementation of the leadership promise and employee engagement programme.
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
• Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and
• teamwork.
• Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
• Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
• Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
• Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures

Preferred Qualification And Experience

• Matric
• FAIS
• RE5
• Relevant B Degree or Diploma would be an advantage
• Drivers Licence
• 5 – 7 Years branch banking experience, with exposure to all departments, people management and overall customer service

Knowledge/Technical Skills/Expertise

• Computer literate
• Good negotiation skills
• Good mentoring and coaching skills
• Excellent leadership skills
• Good verbal and communication skills