Business Management (50%)

• Drive and manage the delivery of a multi-channel sales and service strategy across the region to attract, grow and retain quality personal and SME business
• Optimize revenue streams and focus market management efforts to grow revenue
• Keep abreast of local market dynamics; identify changes, risks and opportunities
• Identify business opportunities and develop tactics to leverage them
• Measure, track and manage sales targets and budgets for the region
• Leverage sales leads in collaboration with various partners within the business
• Together with the RBB Manager Public Sector and Branch Managers, foster and build relationships with government and public sector
• Accompany the Branch Manager and sales team when calling on potentially lucrative new clients as well as top revenue generators

  People Management (20%)

• Working with the branch managers and branch staff to achieve sales & service through in-branch business development activities and providing feedback to the branch managers on their sales performance.
• Work with Branch Managers to determine and manage Training Needs Analysis and Succession plans for own regions sales staff.
• Involved in the interview process for branch sales together with the branch manager.
• Work with Branch Managers to determine optimal number of sales staffs to deliver required branch sales target but also leverage existing branch catchment area sales opportunities.
• Plan and work with Branch Managers of own region to achieve required leave management for sales staff without impacting overall branch sales performance.
• Ensure that branch staff own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Act as the escalation point for their unresolved queries and complaints.
• Motivate Sales staff and ensure they are recognized through the recognition schemes.
• Embed consistency in sales disciplines across the region to deliver required sales productivity per staff.

               Customer Service (20%)

• Review monthly query and complaint trend analysis compiled by branch managers, as well as data provided by the Customer Contact Centre.
• Review branch action plans and provide advice on how to improve the service delivery.
• Drive service excellence in the region by planning, continuous monitoring, enforcement of all SLAs, service standards and service initiatives with the Bank
• Forecast and plan service demand by taking into account resources, market demands, structure, cost, operational risk and system capabilities for the region.
• Assume ultimate accountability for the management and resolution of customer queries and complaints.
• Drive correct segmentation of the customer base according to the local market.
• Ensure that all service initiatives, linked to the 5-point plan, are rolled out in the area, including ongoing customer service toolkit training.
• Propose and participate in sales process improvements to deliver exceptional customer experience.

      Rigour/Compliance (10%)

• Drive the quality of loan applications and increased knowledge of lending for both personal and business loans.
• Deliver expected new account sales with the required KYC adoption percentages.
• Work with Branch Managers to resolve outstanding sales related audit findings within agreed timelines.
• Any other duties that maybe assigned to you from time to time by the Bank.

Education

Bachelor`s Degrees and Advanced Diplomas: Accounting, National Diplomas and Advanced Certificates: Accounting (Required)