Team Leader (CST)

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Published on 23.10.2019


Banking, insurance, finance
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A. Standard Bank Group is the largest African banking group by assets, with a market cap of approximately R318 billion (USD23 billion) at 30 June... read more

Job Ad & Profile Description

Position : Team Leader (CST)

Standard 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 fulfil our business objectives and build customer loyalty

Job Purpose

  • To manage day to day activities of Business Bankers / Prestige Bankers (Universal Bankers – Direct) to deliver against defined operational plans and campaigns to achieve sales and revenue targets.
  • To provide proactive sales and service management to Direct CST customers by identifying and implementing value adding financial product solutions from a range of standard offerings. This includes proactively managing and selling to new and existing customers.
  • Key Responsibilities/Accountabilities
  • To leverage and optimise resources within the team to achieve sales and service targets.
  • Utilises resource scheduling in order to accommodate peaks, troughs, leave and system failures.
  • People management and development - Responsible to manage the Banker Support and Business Bankers / Prestige Bankers (Universal Banker – Direct)
  • Clarifies team roles, ensures that clear new business sales targets are set and that resources are profiled and recruited accordingly.
  • Provides guidance and coaching to Business Bankers / Prestige Bankers (Universal Bankers – Direct) regarding sales activities through effective management of the activities.
  • Assists the Business Bankers / Prestige Bankers (Universal Bankers – Direct) to manage the performance and development in terms of product knowledge, pricing, contribution etc. to ensure success of team.
  • Attends performance appraisals and manage the staff training and development plans.
  • Ensures a proper understanding of objectives to be met through effective communication
    • Performance gaps identified, and remedial action plans implemented.
    • Proactive management of sales opportunities to new and existing customers across the different channels implemented.
    • Increases profitability due to opportunity management and meeting of sales targets within the team.
    • Effective sales tracking and management
    • Optimises distribution channels
    • Retention of satisfied, well-informed customers as measured by Customer Evaluation (NPS)
    • Up sell and cross sell targets adhered to
    • Leads followed up quickly and converted into actual sales
    • Number of reworks (Credit Applications) /Declined applications / slow approval rate / TAT on credit applications.
    • Bad Debt ratios and measures
    • Watch List management and proper reporting/monitoring
    • 100% KYC’ed clients within Direct CST.
    • Consumer education.
    • Revenue optimization
    • TAT on credit applications as well as other product offerings.
    • Efficiency within Direct CST
    • Streamlining existing and new processes.
    • Weekly productivity dashboard.
    • Processing efficiency and productivity ratios – continuously improve
Required profile for job ad : Team Leader (CST)
  • Relevant FAIS Qualification
  • Business Commerce

Knowledge/Technical Skills/Expertise

  • Customer Understanding
  • Product Knowledge
  • Application and Submission Verification
  • Processing
  • Customer Acceptance and Review
  • Banking Process and Procedures
  • Heart of Customer Experience
  • Client Retention
  • Customer and Client Focused Innovation
  • Driving Delivery of Results
  • Leading Courageously
  • Inspiring Performance for Execution
  • Growing Capability
Job criteria for job ad : Team Leader (CST)
Job category:
R&D, project management
Banking, insurance, finance
Employment type:
Permanent contract
Region :
City :Tshwane
Experience level:
2 to 5 years
Educational level :
Number of Position(s):4

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