Specialist, TPS - Kwa-Zulu Natal, Durban
Stanbic IBTC Bank
Durban, Kwazulu Natal, South Africa
7d 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 fulfil our business objectives and build customer loyalty.

    Job Purpose

  • To proactively acquire new business for electronic (Business Online) and cash solutions from existing and new customers, ensuring that revenue growth required for Transactional Product Sales is achieved.
  • Key Responsibilities / Accountabilities

    Business Income and Revenue Growth :

  • Proactively identifying and acquiring new business for electronic (Business Online) and cash solutions from existing and new customers.
  • Identifies new revenue and sales opportunities
  • Identifies other sales opportunities within the Bank
  • Implements the national product tactical sales plan (regionally articulated) for Commercial, Business and Retail segments to proactively attract and quickly convert new business and increase existing revenue streams by driving increased cross-sell activities.
  • Maintains an effective pipeline of new potential business to ensure a continuous flow of new business new business for electronic (Business Online) and cash solutions
  • Identify
  • Identifies business opportunities in the regions and devises plans on how best to convert these opportunities into actual sales and revenue, working closely with the Relationship managers in the Commercial, Business and Retail segments.
  • Optimises and leverages relationships with Customer Channels (i.e. Provincial Heads, Business Centre Heads, Account Executives, Relationship Managers, Regional Managers, Business Managers and Acquisition Managers) for sales opportunities and conversions.
  • Support Relationship managers, in identifying customer requirements, offering the appropriate solution to the customer and ensuring usage of the solution.
  • Ensures knowledge sharing with colleagues and stakeholders in the network on product offerings to ensure the customer is guided to the appropriate solution.
  • Educates on services and subscriptions available to enhance the revenue growth for Commercial, Business and Retail segments.
  • Records sales activities, opportunities, actions and outcomes to ensure all stakeholders have a complete view of all interactions with the customer.
  • Handles the complexity of the customer’s specific needs and ensures project management is in place until implementation of new solution is complete.
  • Responsible for driving and retaining revenue on solutions used by customers in the portfolios of supported Business Bankers, Business Managers, Account Executives and Relationship Managers.
  • Identify any cross sell opportunities (across the Bank) to drive revenue growth and record the lead on Customer 1st.
  • Customer Service Experience :

  • Ensures the retention of high value customers through the efficient implementation of the sales and service tactical plan.
  • Accountable for the retention and servicing of the top customers in the portfolio in order to retain profitability.
  • Live the Sunset principles / Service Ethos (meeting customer requirements the first time; responding quickly and deliver within the promised turnaround times;
  • keep the customer correctly informed; follow through and own all queries, complaints and requests, take ownership) to improve customer experience.

  • Ensure a positive customer experience following the four (4) calls to action and where applicable update Customer 1st (i.
  • e. Logging : ensure accurate logging of leads, queries and complaints; Updating : update all customer contact details at every interaction;
  • Consistency : always strive to offer a consistent customer experience by responding to customer within agreed times; Ownership : always remembers that to the customer the jobholder is Standard Bank in its entirety, not only a place to work).

    Cost Management :

  • Maintain assets assigned to ensure that indirect costs are controlled (i.e. cost of unused laptops, warranty on vehicles cancelled, fleet management etc.)
  • Submit DPV (Dedicated Pool Vehicles) returns, travel and cell phone claims monthly to ensure costs are being effectively managed.
  • Adheres to all operational processes to avoid reputational and financial losses.
  • Stakeholder Engagement :

  • Proactively builds and manages relationships with internal stakeholders in order to generate quality business and growth in the Commercial, Business and Retail customer base.
  • Highlight system and billing issues to the Regional Manager, Transactional Product Sales for timeous resolution and possible system enhancements.
  • Builds and manages relationships with external stakeholders (e.g., bureaus, payroll companies, etc.) in order to increase revenue growth aligning to the national sales plan.
  • Risk Management :

  • Complete all compliance and other training within timelines.
  • Compliance with rules, regulations and legislation governing the South African financial services industry. This includes ensuring adherence to the Industry Codes Programme (COBP) (Code of Banking Practice).
  • Identifies business risks from both a customer and bank perspective and escalates appropriately to minimise risk exposure (guided by the policies, practices and procedures).
  • Complete training applicable to the business area within the prescribed timelines (e.g. Transactional Product Sales Curriculum).
  • Successfully complete Work Orientation / Induction within first 3 months of appointment
  • Identify knowledge gaps and proactively source applicable online training made available on Network Next.
  • Preferred Qualification and Experience

  • Diploma - Business Commerce
  • Must complete one of the Qualifications listed on the FSB recognised list as well as the RE 5 examination within the allocated time.
  • Management Development Certificate
  • 3-4years Personal and Business Banking experience
  • Experience in a sales environment, preferably in Business Banking as well as have relevant intermediary experience in respect of the FAIS product subcategories applicable to this role
  • Valid Driver’s Licence
  • Knowledge / Technical Skills / Expertise

  • Articulating Information
  • Following Procedures
  • Interacting with People
  • Resolving Conflict
  • Thinking Positively
  • Embracing Change
  • Completing Tasks
  • Taking Action
  • Meeting Timescales
  • Communication Skills
  • Data Management
  • Heart of Customer Experience
  • Product Knowledge
  • Risk Management
  • Customer Understanding
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