Job Description

To provide branch telling services to customers with bulk cash deposits as per set customer service standards

• Adhere to Organisational values and service standards and interact with and communicate with customers accordingly
• Ensure first time resolution of customer queries or complaints and take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed time lines and Service Level Agreements
• Meet set turnaround times while ensuring own availability, reliability and accuracy
• Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability
• Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service
• Execute own work in accordance with the organisational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution Identify and escalate risk as normal part of work
• Provide timeous reports on operations, performance and audit findings
• Report on transactional activity progression within set guidelines to provide timely information for decision-making in area of accountability
• Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps
• Create own personal development plan and review plan with team leader or manager
• Understand which competencies and skills are required to be mastered to ensure personal development and performance
• Keep abreast of learning opportunities, changing products and trends
• Manage team delivery against goals in the area of responsibility
• Participate in Talent Management practices and processes in line with HR policies and procedures
• Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback
• Ensure skills are transferred in specific functions Ensure conflict resolution and respond to any complaints or concerns Set relevant stretch goals for team and motivate achievement

Job Details

Application Closing Date: 22/07/24