Team Leader, Sales at Standard Bank Group

JOB PURPOSE

• Leads and supervises a team of sales consultants with the objective of growing business by providing a readily available, service-focused, knowledgeable, and experienced point of contact for new and existing personal market opportunity through the Workplace Banking and Ecosystem Companies.
• Manage the day-to-day running of the Sales team with a view to provide effective customer service, timely processing of account opening and loans applications, maximising sales opportunities, and ensuring compliance with laid-down procedures to maintain optimal service standards and control risks.
• Ensure customers banking needs are identified and fulfilled efficiently and cost-effectively while managing the risks associated with new accounts.
• Maintain a high level of integrity and ethical standards.

KEY RESPONSIBILITES

People management

• Monitor and manage the performance of sales consultants
• Develop staff through ongoing coaching, mentoring and booking staff on formal training in line with individual development plans
• Build and maintain a strong sales team
• Motivate team and drive team to be annotative in sales
• Set and monitor team goals and standards

Sales

• Achieve sales targets by appropriate allocation of budgets to Universal sales consultants and proper tracking of performance
• Optimise performance through daily monitoring, resources management and implementation of corrective action where necessary
• Keep abreast of all product changes and enhancements that could impact the sales process and ensure team members are well briefed

Credit

• Ensure that all the required steps are taken and controls implemented when acquiring accounts to minimize the risks associated with new business.
• Ensure credit policies are enforced and adhered to at all levels
• Ensure quality control measures are in place to ensure the application and supporting documentation is of the highest quality
• Obtain all the required information and documents for opening of loan accounts or granting of facilities
• Good general knowledge of payment systems, client profiles (Bureau information such as CRB etc)
• Be able to identify and assist with the development of control mechanisms for fraudulent documentation and fraudulent behavior/ activities
• Understand the basic principles of profit/loss, supply/demand, risk, sustainability and compliance
• Resolve account/credit-related customer complaints referred to by subordinates to the satisfaction of both the customer and the bank

Customer service

• Identify customer needs effectively and open new accounts accordingly.
• Ensure that customers are assisted efficiently within the time frames laid down for particular transaction types.
• Ensure that queries and problems are resolved within laid-down time frames
• Cross-sell products effectively.
• Ensure effective turn-around times on customer problem resolution.
• Ensure that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Monitor and analyze Customer Evaluation of Bank Service (CEBS) data to identify strengths and weaknesses.
• Ensure that customer documents, applications for facilities, security documents etc are completed accurately and timeously
• Ensure correct scheduling of staff to meet customer demand.
• Ensure workload fit is achieved
• Prevent practices that would results in reckless lending and lead to customer over-indebtedness

Legislative compliance

• Ensure compliance to statutory and regulatory requirements with regards to customer applications
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
• Ensure compliance standards are met
• Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.

Business development

• Increase sales consultants productivity by responsible selling practices
• Sell the bank’s products proactively and pass on other sales leads to the applicable business areas.
• Report statistics correctly and timeously.
• Implement marketing initiatives and campaigns as required by the segment.
• Keep abreast of changes and new developments in the focus segments
• Build and foster working relationships for the team with key role players such as Credit, fraud departments etc

Reworks

• Ensure your team has zero reworks.

Key performance measure

• Achieve sales targets of the team.
• Grow both the asset and liability books
• Maintain loan portfolio below the non-performing loans hurdle percentage
• Increased profitability as a result of quality growth in market share.
• Positive Internal Audit and Compliance report findings.
• Effective complaint and query resolution.
• Retention of satisfied, well-informed customers, as measured by CEBS results.
• Clean account audit and demographic clean-up reports
• Subordinate effectiveness and motivation.

Internal and external relationships

• Focused on personal market customers, branch staff, other Group companies, Acquisition Channel. Credit Centres and IPC
• List the internal relationships (people, teams or groups) with SBSA employees, departments, support structures, etc.

QUALIFICATIONS

• University Degree
• Professional banking qualification would be an added advantage
• 3-4 years banking experience, with exposure to sales and customer service in the position of Customer Consultant or equivalent
• MS Office skills to be able to report on sales