Job Description
To lead the effective functioning of the branch, ensuring strong operational control, disciplined risk management, sales delivery, and an exceptional customer experience. This role is accountable for the full day-to-day management of the branch environment including security, cash handling, service quality, staff leadership and performance outcomes, while promoting multi-channel usage and driving financial growth.
Key Responsibilities:
Lead the branch team to drive performance, capability development and a strong service culture across all staff.
Deliver sales growth by driving acquisition, cross-sell and retention, while promoting digital and multi-channel usage.
Own customer experience by resolving complex complaints, ensuring quick turnaround times and maintaining service quality standards.
Manage branch operations and risk including cash handling, security, audit findings, fraud prevention, compliance and health and safety requirements.
Improve branch performance through analysis of reports, monitoring resources and implementing process and productivity improvements.
Qualifications
Bachelor's Degree in Commerce, Finance, Risk Management, Business Management or a related discipline (NQF Level 7 FAIS recognised qualification)
FAIS Representative status required
Regulatory Examination 5 and Regulatory Examination 1 preferred
Minimum Experience:
Minimum 4 to 5 years experience in a branch banking environment
Proven experience in leading a branch or front-line banking team
Demonstrated track record in retail banking sales, including acquisition, cross-sell and meeting revenue targets
Strong operational banking exposure including cash management, audits, risk management, fraud prevention and compliance
Experience interacting with multiple banking functions such as lending, everyday banking and client coverage
Exposure to resolving customer complaints and managing complex client service situations
Additional Information
Behavioural Competencies:
Adopting Practical Approaches & Following Procedures
Articulating Information & Convincing People
Challenging Ideas & Exploring Possibilities
Generating Ideas & Providing Insights
Making Decisions & Producing Output
Showing Composure & Understanding People
Technical Competencies:
Application & Submission Verification (Consumer Banking)
Banking Process & Procedures
Client Acceptance & Review
Customer Understanding ( Consumer Banking)
Processing
Product Knowledge (Consumer Banking)