Primary Location: ZA-Western Cape
Job Type: Permanent/Regular
Posting Range: 6 Jan 2014 - 9 Jan 2014
Description
To maximise the customer experience by ensuring that
continuous quick and efficient service is delivered to all customers through
mentoring, coaching and developing tellers, customer services clerks and hosts
RESPONSIBILITIES
• Create awareness amongst Customer Service and Hosting
staff of control measures to prevent theft and fraud
• Ensure that staff are aware and comply with the Code of Banking Practise and Legislation
• Ensure positive branch assurance outcome, ensure adherence to cash limits as well as cash management and control expenditure
• Coach team members on all the processes and controls that they have to execute in their daily work
• Test a sample of activities on a weekly basis to see if control requirements are being adhered to.
• Identify losses due to processing errors or internal fraud in the branch. Escalate to the branch manager and provide all the required information to allow logging of the Risk and Loss events. Participate in the investigations
• Remind the team of their compliance requirements
• Schedule new employees for compliance training within the prescribed timelines
• Explain the requirements for Business Continuity to team members
• Make team members aware of all changes to policies, processes and procedures
• Control the retrieval and distribution of information to allow customer service staff to make quick decisions when encountering complex enquiries. Handle escalated enquiries
• Monitor the submission of clear understandable instructions to Group Support Functions to ensure quick response time
• Make use of the Customer Care Process for customer complaints as well as compliments.
• Track the service performance of the branch
• Ensure that staff adhere to Absa's corporate image standards
• Minimise complaints by providing a professional and high quality service to customers
• Ensure that Hosts are skilled and knowledgeable
• Ensure that staff forward leads to maximise sales
• Monitor and control the leads process
• Encourage staff to promote the use of alternative delivery solutions channels to customers
• Implement the prescribed process to ensure the recovery of all fees in terms of the pricing manual
• Perform people management functions, including but not limited to:
o workforce and recruitment demand planning
o recruitment
o talent management and succession planning
o mentoring and coaching
o management of discipline and grievances
o performance development
o reward and recognition management
o training and development
• Review and update the department’s organisation structure and role profiles regularly
• Ensure that Code of Good Practice targets are met
• Ensure satisfactory service delivery and equal distribution of workloads
• Ensure compliance to Absa policies, legislation and regulations and that all staff compliance training and attestations are in place
• Ensure that staff are aware and comply with the Code of Banking Practise and Legislation
• Ensure positive branch assurance outcome, ensure adherence to cash limits as well as cash management and control expenditure
• Coach team members on all the processes and controls that they have to execute in their daily work
• Test a sample of activities on a weekly basis to see if control requirements are being adhered to.
• Identify losses due to processing errors or internal fraud in the branch. Escalate to the branch manager and provide all the required information to allow logging of the Risk and Loss events. Participate in the investigations
• Remind the team of their compliance requirements
• Schedule new employees for compliance training within the prescribed timelines
• Explain the requirements for Business Continuity to team members
• Make team members aware of all changes to policies, processes and procedures
• Control the retrieval and distribution of information to allow customer service staff to make quick decisions when encountering complex enquiries. Handle escalated enquiries
• Monitor the submission of clear understandable instructions to Group Support Functions to ensure quick response time
• Make use of the Customer Care Process for customer complaints as well as compliments.
• Track the service performance of the branch
• Ensure that staff adhere to Absa's corporate image standards
• Minimise complaints by providing a professional and high quality service to customers
• Ensure that Hosts are skilled and knowledgeable
• Ensure that staff forward leads to maximise sales
• Monitor and control the leads process
• Encourage staff to promote the use of alternative delivery solutions channels to customers
• Implement the prescribed process to ensure the recovery of all fees in terms of the pricing manual
• Perform people management functions, including but not limited to:
o workforce and recruitment demand planning
o recruitment
o talent management and succession planning
o mentoring and coaching
o management of discipline and grievances
o performance development
o reward and recognition management
o training and development
• Review and update the department’s organisation structure and role profiles regularly
• Ensure that Code of Good Practice targets are met
• Ensure satisfactory service delivery and equal distribution of workloads
• Ensure compliance to Absa policies, legislation and regulations and that all staff compliance training and attestations are in place
COMPETENCIES
• Leading and supervising
• Working with people
• Analysing
• Coping with pressure and setbacks
• Planning and organising
• Delivering results and meeting customer expectations
• Working with people
• Analysing
• Coping with pressure and setbacks
• Planning and organising
• Delivering results and meeting customer expectations
GENERAL
The appointment will be made in line with the Divisional
Employment Equity strategy
Shift work will be required
Essential/Basic Qualifications
MINIMUM REQUIREMENTS
• Grade 12 or equivalent NQF level 4 qualification or
higher
• Valid driver's license
• Three (3) years working experience in a Banking environment including Customer Services, Teller and Hosting experience
• Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet
• No criminal record
• Three (3) years working experience in a Banking environment including Customer Services, Teller and Hosting experience
• Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet
• No criminal record
PREFERRED REQUIREMENTS
• Grade 12 with Maths and Accounting or equivalent NQF
level 4 qualification or higher
• Relevant Diploma or Degree in Marketing
• Two (2) years experience in a Supervisory position
• FAIS compliant
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status
• Relevant Diploma or Degree in Marketing
• Two (2) years experience in a Supervisory position
• FAIS compliant
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status
Preferred Qualifications
• Relevant National Diploma or equivalent NQF
level 5 qualification or higher
• Two (2) years experience in a Supervisory position
• FAIS compliant
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status
• FAIS compliant
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status
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