Team Leader, Universal Banking

Business Segment : Personal & Private Banking

Location : ZA, WC, Oudtshoorn, High Street

To manage and develop a team and all other available resources (people, process and systems) within the branch to entrench a strong client-focused culture that will enable high-quality service to all customers.

Responsibilities

• Provide strategic leadership and direction to the Universal Banking team, ensuring alignment with organisational goals and objectives.
• Implement and maintain rigorous performance management systems to drive team productivity and efficiency.
• Conduct regular performance reviews and provide constructive feedback to team members, addressing any performance issues promptly and professionally.
• Oversee the development and execution of comprehensive training programmes to enhance team members' skills and knowledge.
• Ensure strict adherence to all regulatory requirements, internal policies, and risk management protocols.
• Analyse market trends and competitor activities to identify opportunities for business growth and service improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty, regularly reviewing and refining these approaches.
• Manage branch resources effectively, including budget allocation, staffing levels, and technological infrastructure.
• Collaborate with other departments to streamline processes and improve overall operational efficiency.
• Represent the branch in high-level meetings and negotiations with key stakeholders and partners.
• Take full accountability for branch performance metrics, including financial targets, customer satisfaction scores, and compliance ratings.
• Proactively identify and mitigate potential risks to branch operations and customer relationships.
• Foster a culture of continuous improvement, encouraging innovation and best practice sharing within the team.

Qualifications

Critical Experience Requirements

Extensive experience in Personal and Private Banking sectors is mandatory, including managing client relationships and delivering tailored banking services to meet diverse needs.

A minimum of 3-4 years of proven track record in front-line banking operations is essential, encompassing direct client interactions, managing transactions, resolving complex queries, and ensuring compliance.

Comprehensive knowledge of retail and business products, including deposit accounts, loans, credit facilities, investment products, and digital banking services. Adept at cross-selling and advising clients on product combinations to achieve financial goals.

In-depth understanding of branch procedures and interdependencies, including cash management, regulatory compliance, risk management, operational audits, team coordination, and process optimization.

In-depth knowledge of sales and managing sales teams, including setting targets, driving performance, coaching team members, and implementing effective sales strategies to achieve organizational goals.

Demonstrated commitment to excellence in client service, with strong interpersonal and communication skills, proactive and empathetic client engagement, and the ability to thrive in a fast-paced, results-oriented environment.

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