Team Leader Branch
Stanbic IBTC Bank
3d ago

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position.

We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfill our business objectives and build customer loyalty.

Job Purpose

  • To lead the Branch with the objective of providing efficient customer service and achievement of sales targets.
  • To assess and understand the risks associated with telling transactions, handing of cheque books, MasterCard and ATM cards and maintain an effective system of controls to reduce exposure and thereby minimise risk.
  • To maintain a high level of integrity and ethical standards.
  • Key Responsibilities / Accountabilities

    Customer service

  • Complete all compliance training within laid down timelines
  • Creates and maintains a service-orientated environment in the banking hall.
  • Ensures that staff deals with customers efficiently and effectively.
  • Ensures that laid-down instructions are adhered to for all routine transactions pertaining to customer enquiry related functions.
  • Authorises amended daily ATM (Automated Teller Machine) withdrawal limits.
  • Authorises issue of ATM cards (linking / re-orders) as well as Personal Identification Numbers (PIN).
  • Ensures that all routine functions are adhered to according to laid down procedures.
  • Ensures that direct reports provide customers with exceptional service.
  • Ensures that there is a sufficient number staff in place to meet the fluctuating demands of customers by effectively interpreting and actioning the data provided by the Branch Scheduling Tool (BST).
  • Maintains and updates all administration pertaining to the BST.
  • Updates, edits and publishes schedules drawn from BST.
  • Produces Quest requisition based on BST schedules.
  • Ensures workload fit target is achieved.
  • Ensures that all aspects regarding track and trace are adhered to according to laid down procedures.
  • Sales

  • Ensures that sales targets are met.
  • Gains a sound understanding of the different Regional segments in the branch’s area of operation.
  • Keeps up to date with changes and developments in the Regional / area.
  • Manages the sales tracking system and provides coaching and feedback to the team.
  • Coaches the sales team on product knowledge and makes the most of cross-selling opportunities.
  • Assists subordinates in generating meaningful and value-added customer solutions, thereby achieving maximum business development.
  • Focuses on multi-channel integration.
  • Manages work list queues to ensure items are actioned within agreed timelines, and / or re-assign staff to different queues to ensure work completed within agreed timelines
  • Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff / teams
  • Monitors and manages the performance of team members, as it relates to Leads, Queries and Complaints management.
  • Coaches staff on the required behaviours to support the Customer1st system.
  • System Access Administration

  • Assigns users to the organisation structure.
  • Adds / removes user access.
  • Re-sets passwords.
  • Logs Team Track requests for all hardware and telephony related problems.
  • Loads users to the Multi-Function Device (MFD) system
  • Tellers

  • Ensures that laid-down instructions relating to the control, handling and movement of cash are adhered to.
  • Ensures that cash holdings are kept within prescribed limits.
  • Authorises encashment of cheques and other cash withdrawals referred by tellers.
  • Ensures that where required tellers’ balance specifications are completed correctly daily according to laid down procedures.
  • Monitors cash differences and ensure that these are reported according to laid-down instructions.
  • Ensures that the teller competency database is updated on a weekly basis.
  • Ensures Duty of Care tests are conducted half yearly (every six months) for Tellers, BDC and relief staff.
  • Monitors cash trends and ensure cash holdings are within prescribed limits.
  • Asset custodianship

  • Ensures that laid-down locking away procedures are adhered to.
  • Controls and scrutinises the key register and authorise all changes.
  • Ensures that laid-down instructions regarding the control and maintenance of duplicate keys are adhered to.
  • Authorises change in custodianship for in Assets Register for Reserve Stock Blank forms, Treasury, and Safe Custody etc.
  • ATM Custodianship (where applicable)

  • Acts as secondary custodian of Automated Teller Machine (ATM) / Auto Note Acceptor Machine (ANA) keys.
  • Acts as secondary custodian for the ANA / ATM (KABA) Automatic time delay lock pass code.
  • Acts as primary custodian of receipts for duplicate keys.
  • Has joint custodianship for treasury holdings.
  • Bureau De Change

  • Ensures all routine aspects for drafts, traveller’s cheques, foreign notes and travel wallets are adhered according to laid down procedures.
  • Ensures that all aspects with regard to Exchange Control regulations are adhered to according to laid down procedures.
  • Monitors cash trends and ensure cash holdings are within prescribed limits.
  • Risk and security management

  • Ensures that Tellers, ATM, Foreign exchange differences are reported according to laid down procedures.
  • Completes documentation with regard to investigations of losses for own area.
  • Ensures that a ten percent Know Your Customer (KYC) and Account Origination sample check for the correct KYC and account opening documents are conducted on a weekly basis.
  • Ensures staff awareness in terms of fraud.
  • Attends to and reports in conjunction with Regional Quality Assurance teams on all losses and special investigations as it pertains to Internal Audit, Fraud Risk and Loss Management (FRLM) and Operations Shared Services (OSS) requirements.
  • Prepares in conjunction with the Regional Quality Assurance team detailed correspondence to internal audit when a special investigation is required.
  • Ensures in conjunction with Regional Quality Assurance team that finding sheets from Risk Assurance and Internal Audit has been responded to and irregularities attended to according to laid down procedures.
  • Ensures that the Code of Banking is adhered to.
  • Attends to queries related to adverse credit bureau listings.
  • Ensures that the UV Lights are operational and comparison stickers are not faded.
  • Ensures staff is fully conversant with opening / closing procedures and security during banking hours. Ensure that these measures are strictly adhered to.
  • Monitors the physical security of the centre and liaise with Global Real Estates Services where required.
  • Effectively manages the day to day responsibility and requirements of the CCTV systems.
  • Controls the security guards and meet with the security company regularly.
  • Reports damaged / lost Panic Buttons.
  • Controls and authorises changes to PINs to security equipment.
  • Controls one key to Cosmos alarm.
  • Cost Management

  • Authorises and submits account payments, Staff Expense Claims within authorised limits and ensure they are submitted for payment timeously to Financial Shared Services Unit (FSSU) for payment.
  • Maintains a record of all invoices paid to avoid duplications.
  • Recovers sundry expenses, private telephone calls, parking, where applicable.
  • Monitors revenue and expenditure against budget and ensure that controllable costs are within budget.
  • Escalates high unexplainable costs to the Team Leader Branches.
  • Ensures that revenue recoveries are affected for all relevant transactions.
  • Infrastructure

  • Checks that the Communications (Comms) room is neat on a weekly basis.
  • Control Access to Computer Room / Communications Rack by using Form 00180535 (Branch computer room Access control sheet).
  • Ensures readiness of generator and other contingency equipment is tested on a regular basis.
  • Arranges for moving of computers by Systems Support Officers.
  • Ordering of new equipment via Workplace Optimisation Managers.
  • Maintains relationship with external and internal business partners.
  • Monitors the image risk, premises maintenance and equipment maintenance and ensure that all these are attended to and logged via OPS Connect.
  • Applies for various application licences for newly appointed staff (E-mail) as well as ensuring that they have access to various system applications pertaining to their job, i.e. KYC, EDAS.
  • Preferred Qualification and Experience

    NQF 5 & FAIS RE5

    You must complete one of the Qualifications listed on the FSB recognised list within the allocated time - I.e. you must complete the RE 5 examination within the allocated time.

    Knowledge / Technical Skills / Expertise

    5 7 Years branch banking experience, with exposure to all departments and overall customer service

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