Overview
Job ID:
56979
Job Sector:
Banking
Job Details
Business & Commercial Clients
Job Purpose
NB This is a 12 month Fixed Term Contract
To install and train customers in the Public Sector and Business Banking segments on the Business Online platform in respect of all payment and collections solutions including Debi check, value adds, and modules sold to customers (including Domestic and International Banking). Integration and project management of complex Business and Public Sector clients.-
To provide ongoing support to customers in the Public Sector and Business Banking segments for technical and product training.
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To ensure customers in the Public Sector and Business Banking segments customers are transacting.
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To support the TPS team in identifying and remediating any revenue leakage.
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To provide ongoing technical support and product training to the TPS team members.
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To support the TPS team in achieving revenue growth targets
Key Responsibilities/Accountabilities
Effective training
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Where Business Online is sold to customers in the Public Sector, and Business Banking segments ensure the successful installation of the Business Online program and training of all operators in the Business Online profile on the system to enable customers to transact on all products, services and modules.
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To support and guide customers through the training process
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Where required revisit in the Public Sector and Business Banking segments to train all new operators.
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Good understanding of the Business Online application on all payments and collections including SSVS, EFTS and Debi check as well as all value-add modules RRS, CDI, SELF ADMIN, SARS E FILING, Payroll and Accounting Packages.
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Proactively ensures that all new products sold to a customer are being used.
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Conducts a post-implementation evaluation by analysing the sales effectiveness including reporting on activities, such as behaviour of customers transactional activity, unpaids and collections of the business to the line manager and/or sales consultant.
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Takes responsibility for managing complex, high risk and or difficult customers
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Grow key client relationships in order to achieve business objectives of client satisfaction and revenue growth.
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Collaboratively develop ideas and solutions with stakeholders, team members and the CIB IT team
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Where necessary develops local networks with IT, Product development and technical teams for customers in the Public Sector, Commercial and upper Business Banking segments
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Ensures that the payments and collections value chain training is enabled with all customers
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Ensures that all value adds sold to the customer ae enabled and trained
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Conducts stakeholder training as directed by TPS leadership
Customer experience
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Listens to customer’s expressed needs, and tactfully probes for information that will lead to a fuller understanding of if the sales consultant has offered and sold the products necessary to meet the customer’s needs. Where necessary, liaise with the consultant to conduct a joint follow up meeting,
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Adopts a customer-centric approach that ensures and understanding of the customer’s transactional processes, and trains accordingly
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Engages with the project teams in CIB, as some of the solutions will need to be customised.
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Handles impatient or difficult customers tactfully and respectfully and creates a climate of co-operation and trust.
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Ensures that all new service requests (queries and complaints) are logged correctly via Customer1st and other query resolution channels.
Learning and development requirements
Ensures that all e-learning training courses are completed timeously on Network Next as directed by Learning and Development and/or line management.
Attends all training interventions as directed by Learning and Development and/or line management.
Together with line management, ensure that any learning and development path identified is actively applied.
Risk management
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Complete all compliance training within laid down timelines.
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Minimises the exposure and risks in legal terms through the submission of correctly completed legal documents for all Business Online products.
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Adheres to the Code of Banking Practice.
Cost Management
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Operational Losses and controllable costs (Travel, Accommodation, Communication and Entertainment costs)
Risk Management
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Satisfactory GIA findings and no repeat findings for Transactional Product Sales.
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No errors at origination (KYC/NCA) as well as maintenance on existing accounts
Digital Adoption
- MIS Reflecting an increase in Digital Adoption
Migration and Retention
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MIS Reflecting an increase in Migration. Utilisation, dormancies
Stakeholder Management
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Positive stakeholder feedback
Skills Training
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Work Orientation/Induction to be completed within first 3 months ESS/MSS training results
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100% Compliance Training to be completed
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100% adoption of Transactional Product Sales Curriculum
Preferred Qualification and Experience
- 3-5 years’ experience within a transactional environment.
Minimum qualifications
Matric
Technical or equivalent degree
Certifications
IT relevant
Licences
Drivers licence
PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to TransactionFraudOpsSA@standardbank.co.za
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