Corporate Service Centre Team Lead


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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To provide specialist advise & support in the maintenance & analysis of banking activities & initiatives in order to provide accurate reports & information to relevant stakeholders, through the execution of predefined objectives as per agreed SOPs.

Job Description

Delivering Service and Sales Excellence

  • Actively encourage and personally demonstrate the delivery of excellent customer service in the Corporate Service Centre
  • Proactively manage level of customer service and satisfaction through providing excellent customer experiences during all customer interactions
  • Own the resolution of customer queries logged with your branch and aim to resolve all issues ate first point of contact.
  • Track the issuance of customer items such as cheque books, deposit slips etc- liaise with RMs where necessary to resolve queries and respond to clients
  • Ensure logging and tracking of all service requests, complaints and queries on BOC and provision of necessary MI for decision making
  • Help providing leads for Corporate banking products and maintain a database of these leads for BI, Pre-paid cards, Point of Sale and other related bank products
  • Maintain up to date knowledge of bank products and services to ensure professional handling of customer queries
  • Monitor Customer service and satisfaction as highlighted in various surveys and customer feedback
  • Work with the relationship team in developing and maintaining relationships with their portfolios
  • Plan and carry out a customer care visiting programme with Corporate & Business Banking Relationship Managers
  • Carry out customer satisfaction surveys as and when required to do so.
  • Be accountable for the branch look and feel and escalate any areas requiring attention.
  • Ensure that all customer requests such as cheque books and deposit book ordering including any customized stationary are handled professionally and that there are no undue delays

Outputs:

  • All work received by 14.30hrs is processed same day without exception
  • Ensuring that all MIS is compiled and submitted as and when required
  • Ensure the maximisation of BOC utilisation as a driver for customer service
  • Positive mystery shopping scores for the branch and NPS scores from clients
  • Demonstrable reduction in manual instructions processed by the branch
  • Drive conversions of Manual Processes instructions to Digital Channels (BI)

TEAM MANAGEMENT

  • Provide leadership to all staff, achieving results through the performance management of direct reports and their effective performance management of their individual areas.
  • Develop and agree individual performance objectives, standards and targets with all direct reports.
  • Provide regular reviews of performance against agreed objectives, minimum quarterly, in line with performance management techniques.
  • Provide on going coaching and feedback to direct reports and individuals as appropriate, in line with Barclays Africa performance management techniques.
  • Ensure quality performance management processes and practices are undertaken in all areas under the control of the role holder.
  • Ensure timely and effective completion of AML and all assigned training by the team
  • Create a high performance environment driven by effective team working
  • Draw up performance and development plans for the team; quarterly review these plans and encourage self-development
  • Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
  • Establish and maintain a succession plan for the team
  • Ensure efficient and effective flow of work through the team, with appropriate hand-offs to and from Corporate and Business banking RMs and CSMs

Outputs:

  • Agree and sign Performance Develop plans with team members
    • Provide Coaching to team members
    • Timely Submission of PD’S and documentation of all coaching sessions

    Planning

    • Develop plans with Head Client Servicing for the achievement of service and cost targets for the areas under the control of the role holder.
    • Formulate, agree departmental budgets and ensure that processes are in place to monitor performance against budget
    • In conjunction with team leaders, develop plans to ensure appropriate staffing numbers and capability to support all areas under the control of the role holder

    Outputs:

    • Monitor and Control the controllable costs
    • Submission of Team financials

    Compliance Management

    • Take responsibility for keeping self and team up to date with relevant compliance and rigor issues in the branch
    • Maintain all aspects of data integrity and recording
    • Ensure team maintains and meets other risk management requirements including controls and checks, fraud prevention, money laundering and internal audit requirements
    • Ensure full participation in units RCSAs and timely submission of results. No repeat findings
    • Ensure all regulatory requirements are adhered to
    • Ensure effective cash management, management of stock levels and prompt reporting of excess

    Risk and Control

    • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk framework and internal Barclays policies and standards

    Education
    National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)

To apply for this job please visit absa.wd3.myworkdayjobs.com .

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