Accountability : Process
Provide advanced specialist advice and support in the analysis, development and implementation of best practices across value chain(s).
Obtain, analyze and report on practices related to a value chain function to identify initiates that will improve performance and compliance.
Provide specialist advice to enable planning for delivery plans that puts a premium on simplicity, agility, innovation and incorporates the understanding of customer needs.
Identify and develop solutions for challenges in the relevant business area.
Facilitate a change management orientation spanning Regions to enable the successful embedment of change (people, processes, technology).
Ensure Change Delivery and Training of Frontline with respect to new processes, systems and tools.
Banker Enablement, product and sales tool training and monitoring to ensure that Bankers can serve clients without any challenges, and where these challenges arise that they can be escalated to the Central Frontline and Change Delivery Enablement team.
Interlock with key stakeholders in COE’S (Segment, Digital & Marketing), Product and Supporting Functions to coordinate and integrate the seamless landing of change across Regions e.
g. set up Regional Change and Delivery Forum.
Drive adoption of new systems, processes and work with Process Managers and Owners to drive adherence and manage any proposed changes.
Interlock with COE’S, Product, and key stakeholders in Relationship Banking and supporting Functions to shape a performance scorecard balancing sales, service, financial, conduct and people to enable the realization of the desired customer and commercial.
Monitor and manage targets for the overall achievement of performance objectives in terms of sales and market share growth across all channels.
Interlock with COE’S on the required MI and insights, analyze and make recommendations to enhance sales and service performance in Relationship Banking.
Receive Regional Data, ensure that each Regional Coverage Head understands performance gaps and work with the team to agree actions aimed at achieving targets.
Responsible for connection to Physical Channels initiatives and support and link up Relationship Banking Coverage with Physical Channels to drive processes and systems and any improvements.
Proactively drive awareness of Regional initiatives and collaboration into Physical Channels
Provide Relationship Banking colleagues with tools and support to enable the acquisition and retention of customers in line with sales and service value proposition promises and to deliver the target customer and revenue shape.
Collaborate with COE’S, Virtual Channels, Technology and Supporting Functions to design and configure appropriate CRM solutions e.
g. Sales Force to support the sales and service processes. Monitor and manage the deployment of these tools to support and enable.
Drive and execute Sales and Service strategies to support sales and service activities (toolkits, Go-To-Market, etc.) and hand-
over to Regional Heads Coverage Heads for implementation and execution.
Be a conduit for all Regional Customer initiatives as determined through agreed strategy and area plans Coordination of all Customer surveys (NPS, REM) results and follow up with frontline to address gaps.
Complaints Management and service recovery follow up with Frontline and management of Complaints Management Workflow and resolutions.
To identify sales and service capability gaps across the frontline and source appropriate solutions to remediate from internal / external stakeholders e.
g. learning and development.
Accountability : Customer / Client
Provide advanced specialist advice and give input to the service delivery excellence practice optimization.
Develop and maintain relationships with relevant stakeholders that contribute to a culture of customer service excellence.
Accountability : Finance
Provide advanced specialist advice to prevent and reduce financial wastage in the relevant business area.
Accountability : Learning and Growth
Drive and participate in forums that positively contribute to functional knowledge improvement.
Provide advanced specialist advice and input with regards to change management initiatives within the area of specialization.
Accountability : Conduct
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework
Education and Experience Required
Minimum B-degree (NQF level no.7)
5 - 8 years’ experience in a similar work environment, of which 2 - 3 years at managerial level.
Reporting and Interpretation
Research methodologies and techniques
Change and Improvement Orientation
Influence / Persuasion