1 - Sales Focus- Achieve customer growth, revenue and collections targets as defined by the bank
• Meet and exceed individual activity metrics for all product lines
• Meet, exceed and effectively execute on all Sales & Customer targets as set by the Bank
• Effectively execute the Banks sales strategy in respect of Product & Value Added Services(Up Selling, Cross Selling & Capital Take Up)
• Outbound calling to target both existing and prospective customers
• Convert all sales opportunities received through inbound customer requests, outbound calling, lead generation initiatives and customer queries
• Establish, develop and maintain business relationships with existing and prospective customers to generate new business
• Participates in cross selling bank products.
• Maintain detailed tracking of pipeline management and of prospect data and activities
• Set up in person visits, appointments and presentations, following up telephonically where necessary
• Conduct a professional financial needs analysis to make a needs based analysis that may lead to a sale
• Scheduling customer feedback for obtaining documents and progress updates
• Adhere to Supervision requirements set out by Line Manager for all financial products
• May prepare weekly, monthly and quarterly reporting and present results to management
• Ensure effective Cash Management as and when required with approved authorization
• Ensure effective CAM Management as and when required with approved authorization
• Ensure effective management of Credit Card Administration & Fulfilment as and when required with approved authorization
• Ensure accountability for your own results

2 - Marketing Focus
• Keep abreast of products and services, competitive activities, advertising and promotional trends in and around your branch
• Identifying referral opportunities in and around the branch
• Assists the branch in meeting goals by generating new business through marketing activities, promotions, telemarketing and targeted customer initiatives
• Participates in events that demonstrate support for the community and increase business opportunities for the Bank
• Ensure all marketing endeavours, activities and initiatives adhere to appropriate policies and procedures

3 - Risk & Compliance Focus
• Ensure deal quality is a premium by reviewing and completing product applications with the customer timeously and accurately utilising all the necessary Bank tools and training to mitigate risk (Biometrics & Fraudulent Indicator Identification)
• Comply with all policies/procedures related to all customer interactions and engagements
• Ensure compliance with all regulatory requirements and the Banks compliance policies related to these requirements
• Ensure the reporting of certain incidents and instances required in terms of regulatory requirements(AML)
• Ensure the reporting of all fraudulent behaviour incidents and fraudulent indicator instances via the correct fraud and dishonesty reporting channels
• Ensure effective execution of a “zero defect” prerogative in terms of the Deal Quality Error Rate
• Ensure effective execution of a “zero defect” prerogative in terms of the Capturing of Income & Expenses Error Rate
• Ensure compliance with FAIS journey inclusive of RE qualification parameters and guidelines as set by the Bank(Own)

4 - Customer Service
• Ensure compliance with the Banks Customer Service Standard and relevant legislation
• Ensure compliance with TCF principles
• Ensure accountability for your own behaviours while helping team members to enhance their ability to engage with the Banks customers
• Ensure you satisfy all the Banks customer’s financial needs and help them succeed financially
• Ensure accountability for application quality and turnaround times, query resolutions and solution creation for the Banks Customers

5 - Training & Development
• Responsible for ensuring you receive on-going sales/service development training for deficiencies as highlighted in your developmental/coaching plans
• Responsible for participation in and successful completion of all product and services training and developmental initiatives that have a bearing on your on-going value proposition to the Banks customers
• Responsible for 100% participation in and successful completion of risk and compliance training initiatives that have a bearing on your on-going value proposition to the Banks customers and additional regulatory, statutory and compliance obligations of the Bank

6 - Operational Activities
• Responsible for ensuring compliance with all security and safety procedures within the branch including opening and closing procedures, camera surveillance where appropriate. Branch security, robbery, fire drill procedures and health and safety procedures and SOP’s.
• Perform other admin related duties as may be required by Management and Leadership structures of African Bank.

Training
All Sales Consultants will be expected to undergo the following training:
Sales training prior to going live on the phones
Product training. This will happen prior to a campaign being launched. Any Sales
Consultant working on a campaign will be expected to undergo the product training and
write a test for which they have to achieve 85% prior to commencement of dialing on that
campaign.
Refresher and other training will be arranged with Sales Consultants from time to time,
all Sales Consultants will be expected to attend these pre arranged training sessions

Quality of calls
Good quality calls will result in good quality sales and this in turn will result in future
business opportunities and a profitable and sustainable business.
It is critical that the Sales Consultant at the end of the call uses the correct Call Result.
The knowledge of definitions of Call Results and proper understanding of these is the
responsibility of the consultant.
It is critical that sound attempts to properly utilize all leads are made by the Sales
Consultant. A Sales Consultant must not waste leads, either through inaccurate usage of
call results or the lack of focus when a decision maker contact (i.e. telephonic contact with
the person on the database) is made.
All calls must comply with the agreed upon Code of Banking Practice and the FAIS Act.
Sales Consultants are required to ensure that all calls are of great quality. Call quality
will be evaluated by Quality Assurance, Supervisors and Sales Managers

Sales Process
Sales Consultants have to follow the sales process. Small deviations from the script in
the presentation may be tolerated, but under no circumstances must the introduction or
the closing be altered or omitted.

Customer
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
Treat internal and external customers fairly at all times

1 - Management of Resources
? Manage and develop subordinate(s): Performance management in terms of contracting, reviews and poor performers, Training and development, Employee relations.
? Manage people efficiencies through leave management, headcount budget, fixed term contracts, staff movements, secondments, staff utilization.
? Take appropriate disciplinary measures as required.
? Facilitate induction of new staff within one month of joining the organization

2 - New Product Development
? Development of new products
? Utilize design thinking methodologies to deeply understand client pain points and challenges, translating insights into actionable product concepts and prototypes
? Drive the development process from concept to production, working closely with IT, design, and other stakeholders to define product requirements, prioritize features, and establish project timelines.
? Oversee agile development sprints, ensuring iterative testing and refinement of product prototypes based on user feedback and market validation
? Conduct thorough market research and competitive analysis to identify opportunities for differentiation and optimization throughout the development lifecycle
? Develop comprehensive go-to-market strategies for new products, collaborating with Marketing and coverage to drive awareness, acquisition, and adoption among target segments
? Monitor product performance post-launch, analyzing key metrics and user feedback to identify opportunities for optimization and enhancement
? Implement strategies to drive product usage and engagement, leveraging data-driven insights to iterate on features and functionalities based on user behavior and preferences
? Serve as the primary point of contact for internal stakeholders, including executive leadership, IT, marketing, sales, and customer support teams, providing regular updates on product development progress and milestones
? Foster a collaborative and cross-functional working environment, facilitating communication and alignment among diverse teams to ensure successful execution of product initiatives
? Act as a champion for the product vision and strategy, advocating for resources and support as needed to overcome obstacles and drive results
? Collaborate closely with compliance and risk management teams to ensure products are developed and launched in accordance with regulatory requirements and internal policies
? Implement robust quality assurance processes to mitigate risks related to product defects, security vulnerabilities, and compliance issues throughout the development lifecycle
? Proactively address any compliance or risk-related challenges that arise during the product development process, working collaboratively with stakeholders to implement effective solutions

3 - Product Monitoring
? Continuously monitor market trends, competitor offerings, and industry developments to identify opportunities for product enhancements, differentiation, and market expansion
? Conduct regular reviews of regulatory requirements and compliance standards relevant to transactional banking products, ensuring adherence to applicable laws and regulations
? Document findings, insights, and recommendations from product monitoring activities in comprehensive reports and presentations for stakeholders, including senior management, regulatory bodies, and internal audit teams
? Drive customer needs analysis initiatives
? Formulate proposals for required action

4 - Product Management
? Lead the end-to-end product lifecycle, from ideation to launch and ongoing optimisation
? Collaborate with cross-functional teams including marketing, sales, technology, and operations to ensure seamless execution of product initiatives
? Develop in conjunction with Marketing, an annual product marketing plan
? Develop in conjunction with Training, an annual training plan and drive ad hoc training interventions
? Evaluate the law and new legislation and drive compliance into the business
? Perform bi-annual product proposition reviews in conjunction with key stakeholders
? Understand the system offering process, front end process and sales conversation
? Be responsible for the end-to-end product offer process
? Drive and develop channel strategy for all products

5 - Product Support
? Ensure the investigation, responses and fixing of queries received from the operational network and consumer advocate office regarding products. Correction can be IT related, change or process
? Ensure testing of new products and product changes according to specifications. This will include Gazelle AO and AM, Exactus, DO engine, Receipting, Thunderhead
? Mandate to update indicators and arrange reimbursements and rescheduling were needed

1 - Recoveries and Collections
• Managing and monitoring the end-to-end recovery process and managing all loans that are deemed non-performing within the Business Support and Recoveries Division where legal proceedings have not been initiated by the Bank.
• Ensuring the reduction of loss to the Bank and increasing revenue through collections and recovery.
• Endeavour to regularise delinquent and default accounts.
• Implementing new strategies and tactics to improve the performance of credit recoveries and collections within the within the Business Support and Recoveries Division
• Developing and maintaining policies, procedures and guidelines governing the collection activity within the Business Support and Recoveries Division
• Attend meetings in relation to Business Support and Recoveries (both internal and external) when required.
• Providing oversight and advice on loan management and debt recovery, which pertains to loans that are not in a legal status, for the Business Support and Recoveries Division.
• Ensuring proactive recoveries and collections management for loans within the Business Support and Recoveries Division.
• Ensuring restructured loans are performing within settlement arrangements.
• Analyzing and assessing security and provision implications for all non-performing loans within the Business Support and Recoveries Division.
• Analysis of client’s financial information.
• Conducting recovery assessments and proposal required in line with the Bank’s business requirements.
• Facilitating any letters/documents pertaining to loans within the Business Support and Recoveries Division.
• Assessing and determining which write-off is appropriate and in the best interest of the Bank for loans within the Business Support and Recoveries Division.
• Provide additional support to the Business Support and Recoveries Division as and when required.

2 - Reporting
• Meeting all internal and external reporting requirements and producing accurate reports in a timely manner.
• Analysing and assessing the data pertaining to loans within the Business Support and Recoveries Division and reporting on the analysis conducted.
• Preparing relevant reports for the Board and Board sub-committees, including reporting packs and presentations.
• Awareness and knowledge of Regulations and financial reporting requirements.

3 - Compliance
• Ensure compliance with all relevant Bank policies and processes.
• Ensure compliance with POPI
• Ensuring compliance with regulations relating to non-performing loans within the Business Support and Recoveries Division