Standard Bank Team Leader, Branch Jobs in South Africa

Standard Bank Team Leader, Branch Jobs in South Africa

Job Purpose

  • To ensure that all customers receive a consistently high-quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused culture becomes entrenched in the branch.

    Key Responsibilities/Accountabilities

  • Ensures that the team(s) attend to clients, understand what matters to the client and delivers against those demands (i.e. determine the what, why, when, where and how).

  • Oversees customer debit/credit transactions ensuring accuracy and efficiencies, including the encashment of cheques within certain limits.

  • Oversees all aspects of cash handling as per laid down instructions.

  • Ensures that the team(s) take ownership of every demand and provides the client with an immediate response (depending on the nature of the demand) or facilitates the completion of the client demand.

  • Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the client to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the client).

  • Takes client demand to understand what matters to clients.

  • Ensure that clients complaints are resolved effectively within the prescribed timelines.

  • Ensures that the team(s) are appropriately reflected on the Bank’s systems to enable the correct flow of work.

  • Assists with client escalations, complaints and queries.

  • Create the ability to act on failure demand and resolve for repeat instances.

  • Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement.

  • Continuously assess what matters to the client against the ability of processes and systems to meet the clients demand.

    In conversing with clients, identify value demand opportunities:

  • Ensures that all leads are logged correctly while connecting with the client and identifies demand generation opportunities.

  • Participates in specific campaigns and marketing activities as required.

  • Proactively promotes the use of multiple channels to clients

  • Accurately captures, updates or amends client data

  • Ensures that revenue is recovered correctly for all types of transactions/services provided.

  • Drives financial aspirations in the point of representation.

  • Responsible for all risk and compliance management for the team.

  • Monitors internal controls to ensure adequacy and effectiveness.

  • Ensures that all routine controls relating to new business are applied effectively, with emphasis on routine compliance.

  • Ensures effective compliance with agreed limits of authority and levels of access to systems and information.

  • Facilitates the process of compliance to the FAIS act and build fit and proper teams that can handle demand.

  • Ensures that regular surprise checks occur and facilitate the process of corrective action.

  • Ensures staff awareness in terms of fraud and fraud activities.

  • Obtains documentation and assist with fraud and internal investigations, including special investigations.

  • Reports losses for own team(s) according to laid down procedures and provides input to the investigation of losses.

  • Ensures that finding sheets from Risk Assurance and Internal Audit has been responded and irregularities attended to according to laid down

  • Leads a team of Cash Consultants (Level 1 and / or Level 2) and / or Universal Bankers (Level 1 and / or Level 2)

  • Teams could include Customer Liaison Officers, depending on point of representation.

  • Continuously coaches team(s) on system conditions that could hinder business and / or individual performance.

  • Enable a learning environment where the team(s) skills are matched to client demands.

  • Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.

  • Follow the agreed selection process for new members of the team(s), aligned to the local Workforce Management Plan.

  • Identifies current and potential employee skill requirements to drive and deliver on the branch objectives

  • Ensures alignment to the PBB SA Human Capital standards with regards to all employee-related matters.

  • Ensures that the team is enabled to perform by:

  • guiding them in terms of what must be achieved and what it means to meet client demand.

  • measuring the team against purpose.

  • providing the necessary work instructions / guides that are easy to follow.

  • constantly evaluating whether the system supports optimal performance to drive changes where this is not the case.

  • Motivates team members and ensures that they receive recognition for work well done.

  • Ensures that there is a sufficient number staff in place to meet the fluctuating demands of clients by effectively interpreting and actioning on available data like call volumes, handle time, time spent on improvement work.

  • Understands and solves for the changes and trends in data as it relates to. Eg. Capability of response, failure, value demands, abandoned calls, handle time, volume of demand and time taken to respond.

  • Assess and act on the capacity of the team to serve client demand and solve in collaboration with the team.

  • Facilitate the discussion on data with teams and facilitate the improvement of processes and methods based on data.

  • Reviewing and analysing data daily to understand the performance of the team and determining what to act on.

  • Actions and scrutinises relevant reports as per laid-down instructions

    Minimum Qualification and Experience

  • Years: 3-4 Years Banking experience

  • Experience Description: Relevant FAIS qualification and experience. If no FAIS experience, would then need to operate under supervision.

  • Previous experience in branch banking or contact centre environment with good understanding of bank processes, policies and products.

    How to Apply

  • For more information and job application details, see; Standard Bank Team Leader, Branch Jobs in South Africa

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