About the Role
The overall responsibility of this role is to assist the Brach Manager Retail to drive and deliver the team’s growth strategic plans and effectively manage the daily operation of the Retail department to achieve outstanding results through proactive promotion and sale of bank products and services whilst fostering the culture of COMPLIANCE within the team.
The role is directly responsible for overseeing the supervisors and Customer Sales Consultants (CSC) at the main office, Vaitele and Matautu branches hence must clearly demonstrate leadership skills and be seen as a role model for the Retail team. Maintain close relationship with the bank’s valued customers as well as identifying potential new customers and make sound recommendations for management decision.
Leads the team in providing superior customer service, promoting and cross-selling the bank products and services, ensuring a healthy, safe and secured working environment whilst continuously fostering the culture of “COMPLIANCE” in the workplace. Must be seen as a role model for the Retail team.
Job Description
The Team Leader's responsibilities encompass: Financial Focus: Contributing to the setting of financial targets for the Retail Department; monitoring and managing the Retail team's operating expenses; assisting the Head of Retail in setting realistic and achievable goals for the team. This includes regular checks to ensure all fees and charges are collected, identifying cost-saving opportunities and new avenues for revenue growth, closely monitoring and managing operating costs, and ensuring full recovery of losses due to staff negligence or fraudulent activities. Customer Focus: Delivering superior, professional, and exceptional customer service, ensuring consistent delivery of the bank's five-star service standard by frontline staff, resolving customer queries/complaints within the agreed SLA, identifying opportunities for continuous process improvement, demonstrating initiative to maintain adequate staffing levels for exceptional customer service, and ensuring timely and accurate delivery of customer statements. Sales Focus: Promoting and cross-selling bank products and services, leading the team in cross-selling efforts, assisting the Retail team in achieving sales targets, and identifying and recommending new products or services to the Head of Retail. Process Focus: Supervising and managing staff overall; coordinating the team's allocated duties; checking and authorizing; ongoing monitoring; management reporting; and maintaining physical security. This includes supervising and coordinating allocated duties, overseeing staff work performance according to bank policies and procedures, ensuring clean and tidy work areas and environments, daily checking and authorizing new account and standing instruction loadings on the system, authorizing team postings, and checking various GL accounts.
Requirements
Core Competencies/Skills and Abilities
Excellent banking knowledge
Excellent customer services skills
Excellent numeric skills
Good computing skills
Excellent Communication skills - Ability to communicate to clients in both Samoan and English (oral and written)
Excellent people skills
Excellent Teamwork skills
Strong management and Leadership skills
Qualification
Minimum qualification- Diploma in Accounting or Certificate of Commerce Experience
At least five (5) years of direct experience and sound knowledge in retail banking; or work experience in banking in general