Job Description

• To manage and support the sales and service team ensuring that they reach  targets whilst adhering to compliance processes and procedures and providing exceptional customer service
• Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of workÂ
• Drive sales across product and campaign initiatives to exceed set targetsÂ
• Deliver customer experience excellence aligned to Organisational values and service standardsÂ
• Build professional long-term relationships with customers based on trust that builds the brandÂ
• Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality serviceÂ
• Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and applicationÂ
• Provide customers with relevant information to keep them informed of products and service options Â
• Ensure full understanding of customer needs to deliver a quality serviceÂ
• Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standardsÂ
• Communicate how customer service solution will be implemented and secure buy-in Â
• Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service optionsÂ
• Ensure resolution of customer queries and complaints timeously and ownership of issuesÂ
• Analyse customer feedback to help improve customer service Propose ideas to improve customer serviceÂ
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in Â
• Engage in cross-functional relationships to obtain and to provide work supportÂ
• Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management Manage the growth of active customer account base
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountabilityÂ
• Ensure implementation of relevant policies, governance and practice standards across the business Â
• Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirementsÂ
• Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changesÂ
• Develop an understanding of risks and risk management approachesÂ
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risksÂ
• Educate others and make suggestions for improvementsÂ
• Network and participate in specialist risk forums where required Â
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and dataÂ
• Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targetsÂ
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunitiesÂ
• Understand competencies and skills required for own and employee’s development and performanceÂ
• Identify development needs and select effective solutions to address own and employee development needsÂ
• Ensure that each employee prepares a personal development plan that is implemented and reviewed as requiredÂ
• Provide on the job coaching and guidanceÂ
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively sharedÂ
• Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergiesÂ
• Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvementÂ
• Manage team delivery against goals in the area of responsibilityÂ
• Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and proceduresÂ
• Participate in Talent Management practices and processes in line with HR policies and procedures
• Implement employment equity plan targets in all recruitment and employee movement activitiesÂ
• Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedbackÂ
• Ensure skills are transferred to specific functionsÂ
• Ensure conflict resolution and respond to complaints or concerns Â
• Set relevant stretch goals for team and motivate achievement