Team Leader Fleet Sales Fulfilment
Stanbic IBTC Bank
Gauteng, South Africa
8d 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 Manager : Fleet Fulfilment and Administration to help us fulfil our business objectives and build customer loyalty.

Job Purpose

  • To manage a national fulfilment team in order provide a comprehensive sales fulfilment function to the Fleet business for all new as well as existing customers
  • To ensure that all fulfilment requests are actioned within laid down SLA’s and that efficient support is provided to the Sales Team as well as the Operations Admin teams.
  • Key Responsibilities / Accountabilities

    Fleet sales fulfilment

  • Manages the Fleet sales fulfilment area and creates efficiencies to ensure a seamless fulfilment experience for the customer (existing or new).
  • Ensures that all fulfilment requests are received and actioned within laid down SLA’s and handed to the Operations Admin team for capturing onto the Fleet Management system / s within laid down SLA’s
  • Ensures that all fulfilment requests are actioned accordingly which includes (but not limited to) :
  • o Obtaining all the relevant documents from the customer for the credit application to be prepared

    o Preparation and submission of credit applications

    o Adherence to risk and compliance requirements

    o Drawing up and signing of fleet agreements

    o Obtaining all legislative information / documents from customers (KYC, CIPC, Resolutions, etc.)

    o Customer name changes

    o Collateral requirements

    o Updating customer profiles on Customer 1st before the Fulfilment Pack is handed to the Operations Admin team for the Fleet System / s to be updated

  • Retains responsibility to ensure that the Operations Admin areas receives and actions the required Fulfilment Pack.
  • Measures :

  • Processing efficiency.
  • Document accuracy.
  • All fulfilment requests actioned within laid down timelines.
  • Risk and Compliance

  • Adheres to legal and compliance procedures and controls in order to comply with all legislation :
  • o Financial Intelligence Centre Act (FICA)

    o Consumer Protection Act (CPA)

    o National Credit Act (NCA)

    o Company’s Act

    o Code of Banking Practice.

  • Adheres to compliance processes and procedures in order to ensures positive internal audit and compliance report findings (rated satisfactory or above).
  • Keeps abreast with relevant updates to ensure that instructions are implemented or adhered to for the assigned portfolio
  • Ensures that all credit conditions of approval are met
  • Measures :

  • Effective risk and operational compliance
  • Ensuring that now account is opened / updated without all the necessary compliance documentation being in place.
  • Clean audit reports
  • 100% compliance on all legislative and compliance requirements
  • Complaint resolution

  • Attends to any escalated complaints and ensures speedy resolution.
  • Measures :

  • Successfully implements a drive to decrease number of customer complaints escalated.
  • Number of queries and complaints logged effectively and correctly.
  • Relationship management

  • Builds, maintains and fosters sound working relationships with the respective sales teams and customers :
  • Understands the individual customers businesses and their Fleet requirements.
  • Ensures a full understanding of :
  • o Fleet fulfilment and documentation requirements

    o Legislative requirements, compliance in terms of FICA

    o Sales Processes

    o Credit application processes.

  • Liaises with all new business sales staff members nationally in terms of any queries and issues that they may have that need to be resolved with regards to fulfilment.
  • Ensures that all fulfilment requests are logged and actioned correctly.
  • Manages worklist queues to ensure items are actioned within agreed timelines, and / or re-assign staff to different queues to ensure work completed within agreed timelines.
  • Monitors and manages the performance of team members
  • Coaches staff on the required behaviours to support the Fleet business.
  • Provides customers with feedback on fulfilment status, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
  • Ensures accurate capture, updates or amendments of customer information and history notes.
  • Measures :

  • Quality of relationships sustained.
  • Customer Experience measures.
  • Data accuracy

  • Ensures that all customer documentation is drawn up correctly and accurately (including all security and ancillary documentation required) before submitted to the customer for signature
  • Ensures that all documents and information received from customers are accurate and aligns to all legislative and compliance requirements.
  • Measures :

  • of accuracy of deals loaded
  • Clean audit reports
  • People management

  • Manages a team to ensure effective delivery of objectives for the area.
  • Develops a high performing team by embedding the bank's performance process, regular performance feedback and coaching. Addresses poor performance.
  • Motivates team members and ensures that they receive recognition for work well done.
  • Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
  • Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and has career conversations with them.
  • Creates workforce plans for the area to ensure that current and future business requirements can be met. Such plans should be revisited at least twice a year..
  • Creates quarterly leave plans to ensure adequate coverage. Approves leave requests and leave sell requests.
  • When required, initiates disciplinary processes for team members. Resolves grievances raised by team members, escalating only if unresolved.
  • Measures :

  • Effective people management (e.g. performance appraisal discussions conducted; performance contracts in place; job descriptions in place and kept up to date).
  • Preferred Qualification and Experience

    Business Commerce

    Diploma in Office Adminstration

    Certificate in Fleet Management or Diploma in Fleet Management

    3-4 years

    Experience in managing an onboarding / fulfilment capability. Understanding of Fleet processes and procedures

    Knowledge / Technical Skills / Expertise

    3-4 years

    Experience in managing an onboarding / fulfilment capability. Understanding of Fleet processes and procedures

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