Job Summary

Responsible for carrying out call evaluations and training for the Telemarketing unit agents to ensure a standard of high performance is maintained and be able to give constructive feedback and coaching with a view of enhancing customer experience.

Job Description
Key Accountabilities

• Ensure call evaluation is done for all Telemarketing agents and reports on the same are generated and circulated every day and end of month
• Monitor call productivity for all agents
• Support agents and team leaders through continuous training and feedback provision
• Facilitate and deliver product orientation and induction training for new entrants on telemarketing process, procedures, and system usage with emphasis on basic skills.
• Participating in meetings to address training concerns.
• Identifying training gaps for the team and implementing the necessary interventions
• Maintain and review data base on trainings carried out and monitor possible outcomes
• Maintain updated coaching records in conjunction with team leaders.
• Evaluate and recommend process and procedures on the TMU operations
• Initiate Colleague development initiatives
• Coordinate and undertake NPS at the Unit in order to drive word class customer experience
• Drive a performance culture

Role/Person specification

Education And Experience Required

• University degree or equivalent professional qualification
• An additional focused contact centre qualification and/ or Diploma in Customer Service Management will be an added advantage
• Excellent interpersonal skills
• Excellent analytical skills
• Excellent oral and written communication skills
• Dependability and adaptability
• Prior Experience in contact centre and / telemarketing (added advantage)

Knowledge and skills:

• Training, coaching and Presentation skills
• Track record of competence service – related jobs within contact centre
• People & relationship management skills
• Call handling and support knowledge within service sector field mandatory
• Business knowledge and able to educate users on step resolution guides and support
• Team working and Interpersonal skills
• Inspiring and persuading others
• Coaching and training skills
• Conflict management

Job Description

Sales And Customer Service Support; Time Split 50%

• Provide direct “hands on” Support to the sales team by meeting clients, support clients to sign product application forms and deliver back to the sales team for further checks.
• Complete account opening documentation together with customers and submit to Line Manager for review before submitting to operations for processing.
• Provide customers with accurate information on the banks products and services including disclosing all charges, terms and conditions when they query.

Processing Support: Time Split 40%

• Once the applications for credit cards and loans are completed, input/capture the application in the system and forward to the compliance team for checking and further processing.

Operational Rigour, Compliance and Controls; Time Split 10 %

“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

• Ensure authenticity of each application and all other customer documents attached.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Ensure adherence to the group service standards.
• Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the Line Manager.
• Comply with general Absa operational risk & rigour requirements e.g., Health & Safety standards and security of premises, KYC and anti-money laundering regulations.

Education And Experience Required

• Bachelor’s degree or diploma in related fields
• Relevant experience in a front-line banking/ sales/marketing /service environment year- (Technical/Managerial) experience.

Knowledge and skills:

Essential

• Knowledge of the Bank’s products, services and policies including standard tariffs.
• A good understanding of overall Retail goals & objectives, including the outlet’s objectives growth of sales, cost control and income contribution.
• A thorough understanding of the sales process and the use of LG Management Tools
• A working knowledge of the procedure manuals.
• A good working knowledge and understanding of relevant of legislation e.g KYC , Anti-Money laundering, banking code, service standards, health & safety standards etc.
• A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigour requirements.

Preferred

• A sound working knowledge of competitor products and services

Job Description
Main accountabilities and approximate time split
Drive Business Performance: Time split 80%

• Drive Business Performance: Retail Banking
• Implement and drive the Data Led Engagements and Sales Strategy in all the retail banking segment to drive the desired annual/periodic income and balance sheet targets
• Track and report on product penetration and value management activities in all the retail banking segments utilizing campaigns across all the available channels through cross-sell, up-sell, down-sell, activation initiatives
• Reengineer promotions and campaigns based on the outcomes of previous retail banking campaigns
• Proactively manage and adjust DLS/CLM plans in response to changing customer needs and behaviors and emerging opportunities or business gaps
• Regular engagement with colleagues at both branch and regional levels on the various initiatives and campaigns under customer life cycle management strategic plan for the segment
• Build and maintain proactive relationships with internal stakeholders including product/proposition and segment heads including Enterprise, Lending, Bancassurance, Mortgages, Liabilities, Channels, Islamic Banking etc to drive performance.
• Work closely with the chief data office in implementing the data led sales and clearing house rules:
  • Confirm proper customer mapping to owner and engagement channel
  • Customer segmentation as prescribed by the products team
  • Manage data requests from branch and telemarketing teams
  • Determine optimal leads based on mapping and segmentation, and optimal leads volume per branch/telemarketing agent
  • Leads prioritization
  • Leads tracking and daily/weekly/monthly reports
  • Feedback dissemination to business
• Allocation and tracking of selling lists to telemarketing agents and branch
• 2. Drive Business Performance: Business Banking
• Implement and drive the Data Led Engagements and Sales Strategy in all the business banking segment to drive the desired annual/periodic income and balance sheet targets
• Drive product penetration and value management activities in all the business banking segments utilizing campaigns across all the available channels through cross-sell, up-sell, down-sell, activation initiatives
• Reengineer promotions and campaigns based on the outcomes of previous business banking campaigns
• Proactively manage and adjust DLS/CLM plans in response to changing customer needs and behaviors and emerging opportunities or business gaps
• Regular engagement with colleagues at both branch and regional levels on the various initiatives and campaigns under customer life cycle management strategic plan
• Drive Business Performance: Special Projects and Initiatives
• Drive business process enhancements aimed at improving acquisition, activation, value management and retention activities across the bank’s existing channels
• Drive product and channel level portfolio management activities in line with each product/alternate channel portfolio management plan
• Effectively drive the digital lead generation and management initiative
• Effectively drive the centralized lead management initiative
• Participating in any other strategic projects aimed at enhancing the banks customer life cycle management objectives
• Data and analytics
• Weekly cascade of the CLM portfolio management dashboard to support portfolio management activities by the complement of universal bankers and branch managers
• Provide a weekly analysis of the key opportunities and drivers of performance within the allocated portfolios
• Provide a weekly analysis of SME portfolio metrics
• Weekly analysis of the status of the Optimus and central lead management initiatives
• Global portfolio analysis of the retail and business banking base to derive customer level insights required to drive business decisions
• Provide monthly scorecard inputs to drive evaluation of colleagues’ performance across the branch network and telemarketing teams

Stakeholder Engagement & Management; Time split 10%

Stakeholder Management

• Ensure ongoing communications with key business stakeholders to help drive the achievement of the desired annual/periodic income, income per customer, balance sheet, active customer, product holding and digital penetration targets
• Ironing out of any CLM and DLS related issues rising through dialogue with stakeholders or analysis conducted
• Maintain a “feedback loop” with key stakeholders and engage on any emerging strategic developments or issues affecting execution of the laid out strategy

Team and Personal Development; Time split: 5%

• Team Development
• Work closely with colleagues across all the functional areas to help deliver exceptional results
• Build effective relationships, influence and motivate teams to ensure their whole hearted commitment to effective implementation of CLM and DLS
• Deliver high impact solutions to challenges faced in achieving CLM/DLS objectives
• Self-Development
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas of development

Risk and Control; Time split: 5%

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements and internal policies and standards as well as relevant procedure manuals
• Understand and manage risks and risk events (incidents) relevant to the role

Technical Skills / Competencies

• Good written and verbal communication
• Good organizational and coordination skills
• Stakeholder Management skills
• Strong problem-solving skills
• Business Acumen
• Commercial Effectiveness
• Strong influencing skills
• Networking ability
• Strong Analytical skills