Job DetailsStandard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfill our business objectives and build customer loyalty within the Voice BranchJob Purpose 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 POR.The team consists of Universal Bankers level 1 and / 2, and / 3 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.Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).Takes customer demand to understand what matters to customers
Responsibilities + Skills
Assists with customer escalations, complaints and queries.Create the ability to act on failure demand and resolve for repeat instances.Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement.
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.