Sales & Service Team Leader (FAIS)

To 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.

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies

KEY FOCUS AREAS

To 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.

ACCOUNTABILITIES

People Leadership

Lead, coach, and develop team members

Manage performance, targets, and behavioural standards

Conduct regular one-on-ones, coaching, and performance reviews

Ensure adequate staff coverage and workforce planning

Sales & Service Performance

Drive achievement of team sales and service KPIs

Monitor customer experience metrics (e.g. NPS, complaints, TAT)

Support consultants with complex customer interactions and escalations

Deliver a consistently exceptional in-branch customer experience by proactively welcoming, guiding, and supporting customers

Promote efficient service, alternative banking channels

Upholding Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment

Operational & Risk Management

Ensure team adherence to FAIS, FICA, AML, and operational controls

Conduct daily, weekly, and monthly controls and reporting

Monitor risk indicators and implement corrective actions

Culture & Engagement

Reinforce a customer-centric, ethical, and performance-driven culture

Promote collaboration across branch teams