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15-Jul-2024 19-Jul-2024 Print
Permanent position in the Middle Management sector/job category.

1 - Achievement of all Sales Targets & Growth
Sell, promote and Market the Banks Products and ensure that the following is achieved:
Retention of existing clients
Acquisition of new clients
Reactivation of dormant client
Achieve Sales Target as set by Management

2 - Performance of Sales Activities
Promote and sell new products as the Bank introduce same from time to time
Phone clients for sales (Tele-Sales)
Generate Sales Leads
Follow up and make appointments with prospective clients
Follow up on status of workflow and applications being processed
Keep the client informed at all times with regards to the loan application status

3 - Application Administration and Costs
Capturing of Loan Applications
Check loan application documentation for accuracy, authenticity and compliance to Policy and Procedures as well as completeness
Accurately capture all client information as per loan application and supporting documentation
Suspend or reject loan applications to be re-quoted as and when required. Explain the Loan Application Process to facilitate client understanding of the process
Explain Terms and Conditions of Banks Products to clients
Issue copy of Contract / Agreement to Client
Print loan agreement for client’s signature
Correct altered loan application information sent for rework and reprint for client’s signature

4 - Sales Focus- Achieve branch growth, revenue and expense targets as defined by the bank
Maintain responsibility for the branches Profit & Loss and Budget
Determine the critical success factors for new customer acquisition and customer retention
Demonstrate expert ability to leverage the banks products inclusive of technology offerings to uncover and deepen opportunity, using the various marketing tools available in branch to present product offers and financial solutions to existing and potential customers
Work closely with Trade Area Manager on customer acquisition strategies and retention efforts and developing new marketing campaigns
Manage a book of customers with emphasis on cross selling and deepening customer relationships with the bank
Develop and execute market plan to achieve growth goals
Ownership for sales life cycle-from lead generation to disbursement
Engage in and promote all sales activities i.e. Check-Ins, Huddles
Responsible for day to day sales activities inside and outside the branch
Ensure the achievement of branch sales goals as assigned in the defined market and business segments/industries
Ensure all staff achieve individual sales and service goals as assigned
Work to maximise customer relationships across business lines
Represent the bank in local community organisations with the purpose of promoting the Banks image as well as uncovering potential business opportunities
Develop existing business relationships and prospect within the community for new commercial business
Maintain consistency and integrity of data
Provides direction, guidance and quality assurance to Reps Under Supervision

5 - Risk & Compliance Management
Ensure preventative measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to relevant legislation
Identify, evaluate and monitor and make recommendations deemed necessary to the respective risk and compliance champion in order to assess, reduce, eliminate or control any current or prospective risks to the bank arising from violations of, or non-conformance with, laws, rules, regulations, prescribed practices, internal policies, procedures and ethical standards
Responsible for implementing strategies to ensure operational integrity in the branch
Execute Branch functions / activities in adherence to Internal Audit standards (BPR)
 Cash Management
 People Management
 Security Management
 Asset Management
 Compliance (NCA, Regulatory and Credit Policy)
 General Operations
 Risk Management
Ensure completion of Monthly Branch Self Audit Programme
Ensure Disaster Recovery capturing on monthly basis
Ensure OHS checklist completion and filing
Ensure quality assurance related to sound Manager Review practices
Ensure risk related to bad rate versus expected bad rate is managed within limits as set by the Bank
Ensure Non Deal Excellence is managed within limits as set by the Bank
Ensure Deal Excellence Error Rate is managed within limits as set by the Bank
Ensure compliance with FAIS journey inclusive of RE qualification parameters and guidelines as set by the Bank(Own & Team)

6 - People Management and Development
Responsible for training and development of branch staff, assessing team member needs and finding resources to address applicable need
Working with HR, interview, hire and terminate branch team members
Conduct performance evaluations for all branch personnel
Conduct coaching activities with team members, principle coaching duties involve coaching to achieve sales excellence and ensuring the delivery of world-class customer service.
Identify and work with High Potential branch staff in the achievement of their developmental goals
Create a feeling of energy and excitement among team players. Promote the corporate vision and values
Ensure 100% participation and support for all staff on Bank training and developmental initiatives
Ensure People Knowledge Score is managed within limits as set by the Bank(Own & Team)

7 - Customer Service
Create and maintain productive relationships with internal and external clients by providing advice and assistance
Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations
Keep the client informed about progress through written communication, telephone communications and/or face to face meetings
Build a positive image by exceeding client expectations at all times 5. Treat internal and external customers fairly at all times

You applied for this position on .
12-Jul-2024 18-Jul-2024 Print
Permanent position in the Middle Management sector/job category.

1 - Customer Service
• Resolve high level telephone customer queries and escalations
• Provide feedback to originator of query / complaint
• Escalate complex queries / complaints to direct manager or Ombuds and Regulatory Disputes Division
• Monitor turnaround time escalations in workflow to allocate priority to query types
• Distribute the queries to Consultants for resolution
• Reroute all press related queries to or Ombuds and Regulatory Disputes Division

2 - Supervision of subordinates
• Plan, organise and control team operation:
• Leave Planning
• Absenteeism
• Time Management
• Queue management
• Analysis of Call Centre stats
• Staff roster according to business needs
• Manage Performance of individuals (daily, weekly and monthly)
• Conduct monthly performance reviews for the Consultants
• Provide corrective measures to address underperformance
• Manage and resolve conflict amongst the team.
• Conduct team weekly meetings in respect of team productivity

3 - Recommendation to streamline operational processes and efficiencies
• Identify weaknesses or bottlenecks in the processes
• Analyse and make recommendations to improve efficiencies
• Test the proposals before implementation
• Update workflow processes and internal procedures on new changes
• Update, maintain, implement and recommend training on internal policies, procedures
• and mandates
• Align internal processes and procedures to accommodate business requirements

4 - Strategic objectives of the customer services contact centre
• Provide input on the new initiatives as per the business strategic objectives
• Drive, monitor and manage implementation of strategic objectives

5 - Quality Management of individuals within team, to obtain 85% team average
• Evaluate and coach on the agreed client service standards
• Run real time and exception reports to ascertain:
• Abandoned rate
• Call waiting time
• Availability of Consultants
• Analyse reports and provide action plan to reach the set targets
• Get approval from direct manager before implementation
• Test IVR function to validate accuracy of information and logical flow (three times a
• day)

You applied for this position on 12 July 2024.