CORE PURPOSE OF THE JOB
To deliver superior client experiences by managing a team of employees that serve in a capacity of a Concierge thereby ensuring exceptional service delivery. This role combines client engagement, technical support, office management, and strategic direction of client services, with a strong emphasis on fostering relationships and maintaining operational efficiency.
MAIN FUNCTIONS OF THE JOB INCLUDE:
Client Services Strategy:
- Responsible to develop and implement departmental client services strategies for the concierge service centers.
- Responsible to oversee the budget for the concierge service.
- Through constant research and peer Bank reviews, recommend innovative solutions and strategies to enhance client service delivery.
- Provide detailed reports to the GM Retail and COO MANCO regarding the strategic and operational deliverables of the respective concierge service centers.
- Review operational processes and identify efficiencies to enhance customer service.
- Identify strategic locations for future concierge centers to engage untapped markets.
Client Engagement:
- Serve as the primary point of contact between clients and the bank, enhancing their experience through exceptional service.
- Develop and maintain trusting relationships with clients at all levels, leveraging strong interpersonal and communication skills.
- Demonstrate comprehensive knowledge of banking and sales functions, bank products, services, and systems.
- Ensure clients feel welcomed and valued, upholding the company’s culture.
- Proactively endeavor to exceed client expectations by rendering excellent customer service.
- Represent the bank at regional events to network and build relationships.
- Proactively solicit business leads from clients and ensure follow through with the relevant departments to ensure that clients’ needs are met.
Technical Support
- Through effective communication and collaboration with the Central Operations Division ensure that the client receives the required technical support in an efficient and effective manner for all digital requirements.
- Lead with a ‘tech first’ approach.
- Excellent working knowledge of the bank’s mobile banking app, Transactional Banking, and other digital platforms.
Office Management
- Ensure that there is appropriate backup Service Concierge coverage in the event of planned or unplanned absences.
- In the absence of a backup service concierge, perform the role of a service concierge as and when required.
- Handle office-related payments.
- Ensure efficient management and recording of the Bank’s assets in keeping with the IT and Finance Department’s reporting requirements.
- Report any anomalies (e.g., equipment malfunctions and service interruptions) to the relevant services centers within the Head Office Division.
- Ensure that the Concierges maintain and upkeep the offices by ensuring that the offices are kept clean and refreshments replenished by the relevant outsourced cleaning companies.
- Ensure that the offices have sufficient stationery and marketing material that is required to engage clients.
- Inspect and ensure that all technical equipment is in working order and report the necessary queries to the IT and Facilities Departments at Head Office.
- Ensure that each Concierge service center is visited at least once a month or more frequently to ensure the Bank’s strategic objectives and client services expectations are being met.
Redirection of Services
- Maintain a strong understanding of sales, support structures, and communication.
- Assess client needs and direct them to appropriate staff or resources, including sales, support, customer services or online applications.
Staff Management:
- Lead, mentor, and manage a team of concierges, providing guidance, training, and performance evaluations to ensure high service standards.
- Foster a positive and collaborative team environment, encouraging professional growth.
- Implement and monitor service standards, procedures, and best practices to enhance team performance and client satisfaction.
- Address and resolve any staff-related issues or conflicts, ensuring a harmonious work environment.
- Ensure that the team of concierges are regularly appraised in terms of their performance in keeping with the Bank’s performance management guidelines.
- Conduct regular meetings (at least monthly) with each Concierge as well as with the Concierge team across all regions to determine the challenges and opportunities encountered by the service.
- Provide the Concierge team with leadership and direction on matters raised and escalate matters to Head Office for resolution where required.
QUALIFICATIONS
- BCOM or Business Management / Banking qualification.
- FAIS Compliant.
PREFERRED EXPERIENCE
- 3 – 4 years in the Banking industry with management experience.
- 2 – 3 years in a customer-centric position.
KNOWLEDGE
- Teams.
- Zoom.
- WhatsApp Channel.
- Sign Flow.
- Apple iPad & iPhone devices.
- Enterprise system.
- iMal system.
- Apply for Finance.
- Excellent knowledge of support and sales structures.
NOTE
- Due to this being considered a critical position at the Bank, notice of termination of employment is three (3) months.
- This position requires the candidate to travel.
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
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