Job Description

• To manage and develop a team and all other available resources (people, process and systems) within the branch to entrench a strong client-focused culture that will enable high-quality service to all customers.
• Provide strategic leadership and direction to the Universal Banking team, ensuring alignment with organisational goals and objectives.
• Implement and maintain rigorous performance management systems to drive team productivity and efficiency.
• Conduct regular performance reviews and provide constructive feedback to team members, addressing any performance issues promptly and professionally.
• Oversee the development and execution of comprehensive training programmes to enhance team members’ skills and knowledge.
• Ensure strict adherence to all regulatory requirements, internal policies, and risk management protocols.
• Analyse market trends and competitor activities to identify opportunities for business growth and service improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty, regularly reviewing and refining these approaches.
• Manage branch resources effectively, including budget allocation, staffing levels, and technological infrastructure.
• Collaborate with other departments to streamline processes and improve overall operational efficiency.
• Represent the branch in high-level meetings and negotiations with key stakeholders and partners.
• Take full accountability for branch performance metrics, including financial targets, customer satisfaction scores, and compliance ratings.
• Proactively identify and mitigate potential risks to branch operations and customer relationships.
• Foster a culture of continuous improvement, encouraging innovation and best practice sharing within the team.

Qualifications

• Matric (Secondary Education Certificate)
• National Diploma (NQF6 FAIS recognized qualification)

Critical Experience Requirements:

• Extensive experience in Personal and Private Banking sectors is mandatory, including managing client relationships and delivering tailored banking services to meet diverse needs.
• A minimum of 3-4 years of proven track record in front-line banking operations is essential, encompassing direct client interactions, managing transactions, resolving complex queries, and ensuring compliance.
• Comprehensive knowledge of retail and business products, including deposit accounts, loans, credit facilities, investment products, and digital banking services. Adept at cross-selling and advising clients on product combinations to achieve financial goals.
• In-depth understanding of branch procedures and interdependencies, including cash management, regulatory compliance, risk management, operational audits, team coordination, and process optimization.
• In-depth knowledge of sales and managing sales teams, including setting targets, driving performance, coaching team members, and implementing effective sales strategies to achieve organizational goals.
• Demonstrated commitment to excellence in client service, with strong interpersonal and communication skills, proactive and empathetic client engagement, and the ability to thrive in a fast-paced, results-oriented environment.