Head, Business Centre, Client Coverage
Standard Bank
Mthatha, Eastern Cape, ZA
3d ago
source : Latest Jobs
  • Job Purpose
  • To lead the team of Account Executives in order to achieve Business Banking objectives.
  • To drive and manage the profitable delivery of a proactive, value adding sales, solution and service platform through the Business Banking Centre in order to grow and retain high-value business.
  • To leverage and optimise resource capacity and market potential within the Business Centre.
  • To manage operational risk for the Business Banking Centre within the regulatory and compliance framework of the Bank.
  • To maximise Business Banking growth, retention and profitability targets for the Business Centre. Key Responsibilities / Accountabilities Transaction-led acquisition

  • Allocates sales budgets in line with local market dynamics.
  • Drives and supports the Business Centre team to achieve all sales targets.
  • Supports the Business Centre team to translate the sales growth objectives into clear sales tactics and regularly analyses management information (MI) to inform and strengthen the sales tactics.
  • Measures, tracks and manages sales targets and performance for the team on a daily, weekly and monthly basis.
  • Facilitates partnerships with the Local Market stakeholders and other business stakeholders (e.g., Vehicle and Asset Finance;
  • Business Online; Standard Bank Financial Consultancy (SBFC); Standard Bank Insurance Brokers (SBIB) etc. to leverage leads, cross-sells and business growth opportunities.

  • Effectively implements the customer value chain analysis (CVCA), and Business Development Committee (BDC) initiatives.
  • Ensures effective on-boarding of customers to ensure active and profitable customer relationships.
  • Drives initiatives that support growth in the Black Small Medium Enterprises (BSME) lending book and transformation of the customer base.
  • Drives effective pipeline opportunity management.
  • Drives and supports all sales campaigns through the daily tracking of sales performance as well as implementing remedial actions.
  • Tracks and manages the performance contribution of staff.
  • Ensures effective use of the Customer1st system as a lead, query and complaint management tool.
  • 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.
  • Economic profit

  • Responsible for the achievement of financial budgets of the Business Centre through optimal growth of balances, margin management and revenue streams.
  • Allocates financial budgets in line with local markets dynamics.
  • Implements and controls the pricing tactics and parameters for the Business Centre in line with pricing policy and financial targets.
  • Measures, tracks and manages sales targets and budgets for the Business Centres.
  • Approves and / or makes recommendations for all pricing concessions outside the Account Executive mandate.
  • Responsible for managing controllable costs of the Business Centre within agreed budgets.
  • Ensures recovery of all revenue generating fees by monitoring the financials in order to ensure that performance correlates to economic profit.
  • Monitors recovery of initiation fees, review fees, adherence to pricing guidelines and reversals.

    Drives and monitors the financial performance of the relevant Business Centre by timeously addressing performance gaps

    Customer experience

  • Complete all compliance training within laid down timelines.
  • Monitors and manages (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the Business Centre.
  • Performs a proactive liaison role between relevant stakeholders in Credit, Product, and Operations Shared Services (OSS) to ensure customer service expectations are fully met.
  • Interacts frequently and closely with Account Executives to analyse and establish portfolio needs and service gaps.
  • Ensures migration of customers to appropriate value propositions.
  • Manages and resolves complaints escalated by customers Preferred Qualification and Experience

  • Business-related degree
  • A post graduate qualification is an advantage
  • Must complete one of the Qualifications listed on the FSB recognised list within the allocated time.
  • Leadership and Management skills training (e.g. MDP, Leadership Development Programme).
  • Must complete the RE 5 examination within the allocated time.
  • Knowledge / Technical Skills / Expertise

  • Achievement of the Business Centre sales targets
  • Achievement of economic profit targets for the Business Centre
  • Achievement of the customer experience measurement targets
  • Satisfactory risk and compliance audit results
  • Positive stakeholder feedback
  • Engaged and motivated people
  • Achievement of the Business Centre transformation targets
  • Achievement of Net Promoter Score (NPS) for Business Centre
  • Achieves a minimum of 80% Connect Index Survey Score
  • Effective change management and adoption of projects and initiatives
  • Achievement of all migration targets
  • Usage of the Customer1st system within the Province

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