Standard Bank Manager - Branch Jobs in South Africa
Standard Bank Manager - Branch Jobs in South Africa
Job Purpose To ensure that all customers receive a consistently high-quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch.
To ensure that cross-selling opportunities are actioned, and customers are migrated to more appropriate and cost-effective channels.
To proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure.
To ensure the effective roll-out of change management initiatives.
To maintain a high level of integrity and ethical standards.
Keep abreast with trends within the catchment.
To maximise the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention.
Responsible for the sustainability and profitability of the Branch income statement and balance sheet.
The teams consist of a combination of Cash roles (physical branch only), Universal Bankers level 1 and 2, Prestige, Private Banking and Leader of Teams level1.
Key Responsibilities/Accountabilities
Facilitate effective teams
Upskills and coaches the team on how to collate information on value, variation and failure in the system whilst executing work processes, to contribute to development of management information.
Upskills and coaches the team how to analyse data and information for them to develop and apply self-correcting action where applicable, to enable constant fulfilment of customer demand.
Upskills and coaches the team on how to facilitate group meetings to contribute to collective learning and growth for individuals and teams.
Upskills and coaches the team how to update capability charts and MIS to maintain an accurate database to assist leaders who are required to act on the system.
Meet customer expectations
Ensures that Universal Bankers Level1 take demand (in branch or via Voice branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters.
Ensures that the Universal Bankers (Level 2) takes demand (in branch or via Voice branch) from personal and business customers (SE) for any banking matters ranging from product questions to customer account activities (e.g., account status, statements, debit order information, etc.), as well as personal account opening whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters.
Upskills and coaches the team how to continuously assess what matters to the customer against the ability of the system to meet the customers demand, to prepare viable recommendations to act on the system.
Obtains data relating to customer demand (value and failure demand) and flow, to determine the systems capability in responding to demand.
Monitors the relationship between capacity (how many things are done, and by how many team members) and time (how long it takes from a customer’s point of view) to validate and amend the capability measures as required to meet customer demand.
Maintains accuracy of capability charts through regular updates and team input.
Updates all relevant MIS to make informed decisions on capability of response and resultant corrective actions, where required.
Improve the system
Prepares a consolidated view of value demand versus failure demand – to determine where the system needs to change to eliminate failure demand.
Uses capability measures to identify what the system can predictably achieve and to identify variation in the end-to-end processes in order to determine where inefficiencies / waste can be removed.
Identifies and analyses occurrences where processes are operating outside of the upper or lower control limits to determine whether any system changes are required.
Determines where problems (relative to delivering “what matters”) can be solved by the team doing the work and encourages them to take action, versus problems that are beyond the team’s control that require
system interventions to ensure continued delivery of “what matters” to the customer.
Identifies instances where a team member has made an improvement to the work that needs to be shared and ensures that the other team members understand and adopt the improved process.
Grow and create value
Assumes responsibility for the income statement and ensures that staff focus on value demand generation when attending to customers.
Leverages and optimises people, resources, channels, business and risk controls in line with market potential, to maximise business growth, retention and profitability targets within the POR, and or distribution.
Develops and drives appropriate customer strategies and tactics at POR, and or distribution level to ensure that income statement and balance sheet objectives are achieved as guided by the explicit boundaries of client level pricing and profit hurdles.
Develops and drives short- and medium-term goals and objectives for the POR, in support of the overall catchment objectives.
Operational effectiveness
Manages operational effectiveness and efficiencies for the POR, and or distribution catchment by acting on system conditions.
Drives the implementation and roll-in of strategic business transformation programs.
Ensures effective management of revenue and expenditure with emphasis on the containment of controllable costs.
Controls visits to the relevant POR’s by outside service / maintenance
Ensures overall staff complement is in line with the local workforce plan.
Risk and compliance management
Responsible for all risk and compliance management for the POR’s, and or distribution catchment level.
Ensures that the necessary quality assurance takes place in the front line.
Ensures that laid-down instructions are adhered to by all areas under control.
Identifies major risks affecting the support function and escalates to the relevant Risk Mitigation teams.
Ensures the maintenance of an effective control structure, with control activities defined at each level and duties appropriately allocated.
Monitors internal controls to ensure adequacy and effectiveness.
Ensures that all Occupational Health and Safety (OHS) 16(2) Representative requirements are adhered to in terms of the act and are met (i.e. quarterly/annual audits, appointment of Wardens and First Aiders, emergency evacuation drills, workman’s compensation, annual service of firefighting equipment, scrutiny and replenishment of the First Aid Box (in conjunction with First Aider)
People focus
Drive multi skilling to achieve Universal Banker competence.
Facilitation of multiple team outcomes, which includes driving performance, achieving aspirations (universal banker) and addressing skills gaps.
Facilitation of multiple team outcomes, which includes driving performance, achieving aspirations and addressing skills gaps.
Develops high performing teams by embedding the bank's performance process, regular performance feedback and coaching.
Help teams understand their contribution to the overall performance through various tactics.
Empowers employees to fulfill the objectives regarding customer experience, people management and engagement.
Integrates and ensures delivery of enabling functions at POR, and or distribution level in support of catchment objectives.
Monitors staff costs and create action plans to address wastage and leakage (where relevant).
When required, initiates and or follow people processes which includes resolving of grievances, disciplinary matters and any disputes.
Understands the reasons for individual banker variation in capability and uses the correct approach to solve for this which may relate to system conditions, knowledge, behaviour etc
Successful delivery of outputs would be measured as follows
Transfer of knowledge and skills to the in-work team as gauged by improvements in staff competency assessments.
Endeavour to do only value work – as gauged by customers.
Meet what matters to the customer (within the framework of the customer offerings and the banks’ credit framework).
Improvement on team’s capability of response.
Highlighting and acting on areas of improvement.
Effective people management (e.g., perform to grow, skills development, reward and recognition).
Preferred Qualification and Experience
First Degree - Business Commerce
FAIS qualification, RE5 and RE1
5 - 7 years Experience in the application of coaching techniques would be beneficial, as part of having led a team.
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
How to Apply
For more information and job application details, see; Standard Bank Manager - Branch Jobs in South Africa
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