Open Vacancies at Sheer Logic

Job Description

• Designs, tests, and scales campaigns to improve engagement, increase entrenchment, drive cross-sell, improve TPS transactional turnover, minimise client disengagement through retention, and improve conversion of NTB sales to active clients.
• Identify ad hoc campaigns to drive financial targets for Personal Banking i.e. liabilities, assets, salary switch, etc.
• Implement and track progress on campaigns targeted to reduce inactive client base and attrition through set measures for Personal Banking. 
• Ensure appropriate recovery and resolution plans to protect the segment from any untoward event.  Identify and provide appropriate solutions for threats and opportunities within the client base.
• Drives cost reductions through optimisation of onboarding, entrenchment, and retention activities.
• Enable effective monitoring and reporting of key success measures for onboarding nursery strategies, activation, entrenchment and retention.
• Prepare and share weekly/monthly/quarterly reports on the status of the Personal Banking Entrenchment capability (e.g., client uplift and successful/unsuccessful campaigns).
• Work with Personal Banking, Personalisation, Client Coverage, Digital and eCommerce and other relevant domains/business areas to effectively implement and ensure success of Entrenchment capability

Work Experience

• 3-4 years’ Team leadership within Branch network or contact centre environment with good understanding in Bank processes, policies, products and customer life cycle management (Customer Entrenchment, retention and cross sell)
• Motivates individuals by empowering them; seeks to inspire people and groups; gives encouragement to others
• Strives to achieve outstanding results; is ambitious and acts with determination; persists through difficulties to achieve results
• Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgements
• Applies practical skills when investigating issues; prefers to learn by doing; is practically minded and applies common sense.
• Prepared to disagree and question assumptions; challenges ideas and established views; comfortable arguing own perspective
• Is open to taking up learning opportunities; is quick in acquiring knowledge and skills; develops expertise by updating specialist knowledge.
• Copes with change and variety; tolerates uncertainty and ambiguity; adapts to new challenges
• Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends
• Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output
• Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information
• Is comfortable having to persuade others; shapes opinions by being outspoken; seeks to negotiate with others
• Interprets data rationally by quantifying issues; applies technology as a means to evaluating data; evaluates information objectively.

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Job Description

Essential Functions

• Execute on defined tasks and key performance measures assigned per campaign for Personal Banking in line with guidelines, success measures and framework provided to ensure effective execution of entrenchment, retention, onboarding, and engagement capabilities.
• Implement and engage clients for campaigns to increase entrenchment, drive cross-sell, improve transactional turnover, minimise client disengagement through retention, and improve conversion of NTB sales to active clients.
• Conducts calls which result in uplift in transactional activity, cross-sell, and improved retention.
• Ensure activities for the day are reported and closed off on the necessary tools/templates which can inform weekly/monthly/quarterly reporting.
• Collate information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information.
• Educate clients on all relevant procedures, system functionalities (e.g. self-service and IVR) and general information, this includes informing clients of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Understand the risks associated with the client demand and adhere to all risk and compliance requirements.

Work Experience

• 3-4 years’ Experience in branch banking or contact centre environment with good understanding of bank processes, policies and products.

Behavioural competencies

• Applies practical skills when investigating issues; prefers to learn by doing; is practically minded and applies common sense.
• Is open to taking up learning opportunities; is quick in acquiring knowledge and skills; develops expertise by updating specialist knowledge.
• Copes with change and variety; tolerates uncertainty and ambiguity; adapts to new challenges
• Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends
• Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output
• Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information
• Strives to achieve outstanding results; is ambitious and acts with determination; persists through difficulties to achieve results
• Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgements

Technical Competencies

• The ability to verify, scrutinise and assess account application submissions received.
• Sound knowledge of the Bank’s laid down policies and procedures as it relates to the processing of customer transactions.
• The ability to analyse customer needs by engaging with them, analysing their personal financial objectives as well as their current financial position.
• Understands and applies account application and submission processes and related activities.
• Knowledge and understanding of the features, benefits and pricing of the products and services on offer to Personal Banking customers across multiple customer segments.
• The ability to assess if the customer qualifies to receive the services applied for, based on established parameters and criteria.