Job Purpose POR Leader that looks after Cash and Universal Bankers and / front of house.Builds and develops resources and environments to enable the team to achieve its desired vision.Responsible for the facilitation of a team’s outcomes.Facilitate the process of removing obstacles.Accountable for a team in a POR and / a POR.The team consists of : Universal Bankers level 1 and /, 2 and / 3; and / or Consultant, Cash and / Team Leader, Cash; and / Team Leader, Universal Banker and/ Client Liaison Officer Key Responsibilities/AccountabilitiesDetermine customer requirements:Ensures that the team(s) attend to customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how).Ensures that the team(s) take ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
Responsibilities + Skills
Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement.Continuously assess what matters to the customer against the ability of processes and systems to meet the customers demand.
Continuously coaches team(s) on system conditions that could hinder business and / or individual performance.Enable a learning environment where the team(s) skills are matched to customer demands.Ensure that customers complaints are resolved effectively within the prescribed timelines.
Minimum Qualifications: First Degree:Field of study: Business CommerceRelevant qualification with RE55-7 Years Previous experience in the front line. Knowledge of retail and commercial products required for understanding the context of stated customer demands. Knowledge of the procedures and the interdependencies of the various functions performed in Branch (Voice and Physical).