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Job Title: Branch Manager
Qualification
BA, BSc, HND
Job Field
Administration, Secretarial, Banking
Job Purpose
Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources i.e. staff, systems and processes and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre. To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs. Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls. Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.
Key Accountabilities
Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
Ensure that the centres strive for continuous service improvement.
Convene regular customer discussion forums and action the results.
Maintain awareness of serious customer complaints and attend to resolution.
Ensure that opportunities for migration of customers to more appropriate, cost-effective channels and migratable teller, enquiry transactions are identified and actioned.
Ensure efficient, customer-orientated telephone procedures.
Discuss staffing requirements as predicted by Branch Scheduling Tool BST with Provincial Productivity
Ensure BST schedule adherence for all reporting Service Centres
Management of service improvement
Manage the customer problem resolution process and ensure the accurate logging of information.
Set and monitor turn-around times for resolving customer queries and complaints.
Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities including issues relating to ATM and Auto E terminals.
Ensure that service measurement is maintained and action adverse trends.
Implement service recovery to facilitate customer retention.
Ensure that customers provide/have provided documentation as required in terms of FICA, KYC legislation
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