Branch Delivery Sales Service and Transactional Team Leader - Plettenberg Bay at FNB South Africa

Purpose

• Manages branch resources in line with business short and long term goals policies andvalues with a view to generate the highest return on capital employed. Enablingthe delivery of excellent customer experience within a dynamic branchenvironment promoting new business in order to ensure future growth withoutincurring unmanageable risks and ensuring compliance with regulatoryrequirements.

Experience and Qualifications

• Minimum Qualification - Grade 12
• Preferred Qualification - Relevant NQF 5
• An appropriate recognised Business Degree at NQF level 6 is preferred
• Minimum years of relevant experience -   4 years relevant experience
• FAIS- No

Responsibilities

• Connect with internal/external customers by living up to our brand promise of how can we help you? at all times
• Converse with internal/external customers in a way that they fully understand and provide helpful solutions and products based on our customers needs
• Conduct themselves in an ethical manner at all times
• Take ownership of solving our customers problems or queries as efficiently and quickly as possible
• Adhere to the TCF (Treating Customers fairly) principles in all that you do
• Understanding key business drivers and how to leverage these to increase market share
• Ensure effective control of activities in support of cost containment and reduction aligned to target and budget goals
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience
• Ensure full understanding and impact of Compliance with governance in terms of legislative and audit requirement
• Maintenance of expert knowledge in order to drive and achieve short- and long-term goals
• Drive improvement of operational efficiencies, processes and procedures to ensure ultimate delivery of superior quality customer experiences on an ongoing basis and monitor that workflow achieves operational requirements
• Escalate service failure of SLA agreements to the relevant stakeholders
• Optimise use of Business Intelligence systems to improve business decisions
• Teller Differences - Manage actual Rand value of shortages to minimise losses to the business
• Drive and ensure migration of service and financial transactions
• Ensure team members drive and achieve App and E Channel enablement
• Demonstrate behaviour in support of the organisational values
• Take accountability for own performance, personal and career development
• Improve knowledge and competencies by completing role specific training
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needs
• Plan and manage performance, skills development, employment equity, talent and culture of direct reports in order to achieve efficiencies and increase competencies