ROLE ACTIVITIES
1. Customer Service Management
- Oversee the delivery of high-quality customer service within the branch.
- Develop and implement customer service strategies that enhance customer satisfaction and loyalty.
- Handle complex customer inquiries and complaints, ensuring timely and effective resolution.
2. Sales Management:
- Drive branch sales performance by setting and monitoring sales targets for products and services.
- Lead the sales team, providing coaching, support, and motivation to achieve sales objectives.
- Develop and execute sales strategies, including cross-selling and up-selling financial products.
3. Team Leadership and Development:
- Manage and develop a team of customer service representatives and sales staff.
- Conduct regular performance reviews, providing feedback and development opportunities.
- Ensure staff are trained on customer service best practices, sales techniques, and product knowledge.
4. Branch Operations
- Ensure branch operations are efficient, compliant with regulatory requirements, and aligned with institutional policies.
- Monitor branch performance, including customer service metrics, sales targets, and operational efficiency.
- Implement process improvements to enhance branch performance and customer experience.
5. Customer Experience Enhancement
- Identify opportunities to improve the customer experience, both in-person and through digital channels.
- Lead initiatives to gather customer feedback, analyze trends, and implement changes to enhance service delivery.
- Collaborate with other departments to ensure a seamless and consistent customer experience across all touchpoints.
6. Stakeholder Engagement:
- Build and maintain relationships with key stakeholders, including customers, community leaders, and internal teams.
- Represent the branch in community events and networking opportunities to promote the institution’s brand and services.
7. Reporting and Compliance
- Prepare and present reports on branch performance, including customer service metrics, sales results, and compliance with policies.
- Ensure that all branch activities comply with regulatory requirements and internal guidelines.
QUALIFICATIONS & EXPERIENCE
- A Bachelor’s degree in business administration, finance, marketing, or a related field.
- 7 years of experience in customer service, sales, or branch management within a financial institution.
- Proven track record in managing a team, driving sales performance, and delivering high levels of customer service.
- Experience in developing and implementing customer service and sales strategies in a branch setting.
- Strong background in financial products, sales techniques, and customer relationship management.
Closing date: 31 December 2024