Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the position below:

Position : Team Lead Customer Service

Position Description
The key role of the Team Leader, Customer Service in Standard Bank is to lead and inspire a team of front line Team Leaders to consistently deliver exceptional customer service whilst complying with all the routine and laid down requirements of the Bank. With this in mind let’s chat through the key focus areas of the Team Leader, Customer Service.

People Management:

The most important aspect of this job is the ability to lead and inspire a team of frontline Team Leaders.
The Team Leader Customer Service’s day begins by understanding all the various complexities of the Branch’s frontline, cash management, telling and enquiries.
One of the most important aspects includes workforce planning, understanding customer arrival patterns and customer behaviour and aligning the tellers and enquiries staff to deliver a consistent customer experience.
The fact that the Team Leader Customer Service oversees the other full frontline offering implies that he/she is also responsible for identifying critical productivity trends and making recommendations around capacity management, including the employment and management of temporary staff.
The Team Leader is also responsible for the management of the full performance cycle, ensuring that all performance contracts are in place for all staff and front line team leaders, regular performance feedback discussion must take place to ensure that the frontline performance is at the required level.
In cases where staff do not have the required skills or show competency gaps, the Team Leader Customer Service need to decide on what training interventions are required to close the skills gaps.
The Team Leader also participates in the quarterly career management committee discussions, conduct and lead team meetings and teambuilding sessions.

Customer Service:

The majority of the Bank’s customers come into the Branch to conduct transactions at the tellers, and/ or make enquiries.
Customer service is, therefore, at the forefront of the Team Leader Customer Service’s role! The customer last experience is their lasting impression, therefore the Team Leader Customer Service needs to be absolutely passionate about customer service and customer delight.
He/she must understand and manage the impact of his/her full frontline staff on customer expectations.
The Team Leader also needs to identify trends and opportunities that should be referred to management as possible migration and or sales opportunities.

Position Requirements

Product Knowledge:

Although the Teller and Enquiries functions are not specifically responsible for sales in the Branch, the frontline roles are the roles that most frequently interact with the customer.
All front line staff, therefore, need to be geared to identify customer needs and pass on quality leads to the relevant areas! In order to do this the Team Leader will guide, coach, develop and support the front line Team Leaders and requires an in depth knowledge of all the Bank’s products.
The Team Leader will also manage and track cross selling and lead generation opportunities and ensure that the team’s sales and service targets are being met.
He/she will participate in sales and marketing activities when required.

Routine Management:

One of the critical aspects of the Team Leader Customer Service is to take full responsibility for the activities of the frontline staff as it relate to routine requirements.
Although the other front line Team Leaders oversee the physically management of the frontline on a day to day basis, the Team Leader Customer Service must ensure that laid down procedures are being adhered to by all the frontline staff.
The Team Leader must also be available to conduct customer needs analysis, keep records in terms of the various Financial Industry regulations and take part in any special investigations of losses and/or staff defalcations.

Position : Customer Consultant

Job Description
The Customer Consultant is responsible for active sales within the Branch context. Customers who have a need to open/close accounts or who require advice on any product or service of the Bank will see the Customer Consultant. They will then determine the customer’s needs and make recommendations around the best product and/or solution.

Solution based Sales

• The most important aspect of the Customer Consultant’s role is the interaction with customers.
• Customers are being interviewed on a daily basis to determine their specific financial needs.
• Although the Customer Consultant has very specific sales targets, the sales strategy is re-active with customers coming into the Branch to see the Consultant.
• It is critical for the consultant to have very good personal and interpersonal skills which he/she will use to determine the specific financial solutions needed by the customer.
• Although re-active the Consultant must have the ability to “close the deal”, thereby contributing to the revenue stream of the Branch.
• To safeguard the customer, advice given by the Customer Consultant needs to comply with very specific Financial Regulatory requirements (these may vary from Country to Country)

Position Requirements
Product Knowledge:

• In order for the Customer Consultant to provide the customer with financial solutions, it is absolutely critical that he/she fully understands the different products of the Bank.
• The consultant is seen as the product expert in the Branch.
• Over and above the interaction with customers the Consultant often need to up-skill the branch staff on new and existing products.
• The Customer Consultant also manages and track cross selling and lead generation opportunities and ensures that the Branch team’s sales and service targets are being met.

Customer Service:

• Although the main focus of the consultant is sales he/she must understand and manage the impact of his/her actions and advice on the customer’s overall service experience.
• In many cases the fulfillment of the sales transaction happens outside the Branch - it is very important for the Consultant to understand these processes and build quality relationships with these service providers.

Credit Management:

• Credit is a product offering of the Bank and it is important that the consultant fully understands the credit process.
• Coupon lending applications need to be submitted to Credit for sanctioning, it is critical that the Consultant provide accurate information in order for the correct lending decisions to be made.

Routine:

• Due to the fact that customers open new accounts and or apply for different products i.e.: current accounts, credit cards, home loans etc, it is absolutely critical that the correct information is obtained from customers to comply with the Bank's laid down procedures and Financial Regulatory requirements.
• Excellent customer service stems from Consultants doing things right the first time - an eye for detail is a must.