Branch Delivery Sales and Service Team Leader

To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service

Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work

Drive sales across product and campaign initiatives to exceed set targets

Deliver customer experience excellence aligned to Organisational values and service standards

Build professional long-term relationships with customers based on trust that builds the brand

Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service

Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application

Provide customers with relevant information to keep them informed of products and service options

Ensure full understanding of customer needs to deliver a quality service

Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards

Communicate how customer service solution will be implemented and secure buy-in

Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options

Ensure resolution of customer queries and complaints timeously and ownership of issues

Analyse customer feedback to help improve customer service Propose ideas to improve customer service

Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in

Engage in cross-functional relationships to obtain and to provide work support

Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management Manage the growth of active customer account base

Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability

Ensure implementation of relevant policies, governance and practice standards across the business

Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements

Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes

Develop an understanding of risks and risk management approaches

Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks

Educate others and make suggestions for improvements

Network and participate in specialist risk forums where required

Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data

Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets

Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities

Understand competencies and skills required for own and employee's development and performance

Identify development needs and select effective solutions to address own and employee development needs

Ensure that each employee prepares a personal development plan that is implemented and reviewed as required

Provide on the job coaching and guidance

Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared

Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies

Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement

Manage team delivery against goals in the area of responsibility

Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures

Participate in Talent Management practices and processes in line with HR policies and procedures

Implement employment equity plan targets in all recruitment and employee movement activities

Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback

Ensure skills are transferred to specific functions

Ensure conflict resolution and respond to complaints or concerns

Set relevant stretch goals for team and motivate achievement