Senior Manager Sales and Service Enablement
Access Bank
مجموع سنوات الخبرة :20 years, 6 أشهر
• Identify gaps in current product range and engage product and value
chain partners to plan and rectify.
• Drive product profitability by reviewing performance and addressing with
product and business.
• Research on similar offerings at competitors and drive the delivery of
superior customer value propositions.
• In conjunction with the Head of Retail Bank and the retail banking
leadership team - develop, drive, and set annual sales targets.
• To engage marketing on various initiatives required to achieve the retail
targets and develop optimal sales products.
• Accountable for the loyalty program management and drive
• Responsible for reporting including development of scorecards &
performance progress within Retail Banking
• Responsible for effective customer segmentation and relevant CVP
development and management
• Responsible for overall customer service of the Retail Bank including
process design, implementation, and enhancement as well as service
performance.
• Develop customer service scorecards for each channel as well as
customer service complaints process.
• Engage service providers to drive customer surveys.
• Define and develop a service-based sales culture including customer
service measures to monitor customer experience.
• Develop the proposed retail banking branch structure.
• Define measurable business growth objectives and measure, value
propositions formulation and implementation.
• The role is decision making within agreed delegation, mandates, and
budgets.
• Strong partnering skills to directly and / or indirectly manage outputs
from peers, colleagues, and business partners.
• Enhancing the corporate and leadership culture of the Bank through
leading in line with the Bank’s values and culture.
• Taking direct responsibility for fostering the growth of Access Bank talent
by developing the staff under direct and indirect control through
challenging work assignments, appropriate training interventions.
Achievements in role:
• Successfully implemented a campaign identifying fraudulent account
opening within the mobile banking team;
• Partaking in the development of a digital dashboard for reporting
purposes (previously, all reports were done manually);
• Introducing streamlined reporting streams for the Branch Managers;
• Fulfilling full duties of the National Sales Manager whilst he was on
leave as well as when he resigned from the position;
• Piloted and implemented various campaigns which resulted in an
increase in sales for the branches
Establish and maintain positive and professional relationships with
stakeholders within the property sector as well as financial services sector.
• Managing relationships at both regional, national and international level -
ensuring consistency when delivering customer service.
• Providing home loan support resources such as sharing product
knowledge and processes with clients and stakeholders.
• Arrange and conduct training sessions from time to time to ensure that
business partners are up to date with the latest information.
• Conduct credit checks to ensure applicants are creditworthy prior to
applying for financing (vetting of clients).
• Arbitrate and negotiate credit outcomes if required to ensure that clients
receive the best terms and conditions to suit their financial and lifestyle
needs.
• Liaise with attorneys on registration progress and ensure registration
takes place within the timeframe allocated.
• Deliver an excellent service to clients ensuring a strong positive working
relationship with the aim of obtaining repeat business.
• Offering solutions to problems where applicable (and where possible) and
manage client expectations.
• Seek opportunities to generate more business from existing client base by
obtaining referrals.
• Work independently as well as within a team to ensure company sales
targets are met.
• Seek networking opportunities such as visiting show houses, attending
new development launches, maintaining visibility in the market.
• Assist developers of new developments to obtain and manage sales
targets.
• Maintain excellent relations with banking representatives.
Achievements in this role:
• Assisted in developing the role of Key Account Manager with guidance of
the Managing Director
• Successfully developing a business model that aligns with the strategic
direction of the business;
• Accelerated revenue growth with partners and clients, growth >100%
year-on-year;
• Implemented key processes which facilitates the flow of revenue and
inventory;
• Developed new territories to gain increased market-share, ultimately
supporting sales revenues
• Establishing a national footprint for the company by introducing a
national client to the business.
Business Development Officer - Mortgage Loans
• Identify and assess new opportunities to acquire new clients.
• Focus on relationship building with both internal and external
stakeholders.
• Knowledge of market trends and competitors.
• Attend social and business-related functions to ensure visibility in the
market.
• Assist in planning and coordinating events such as Development Launches,
Estate Agent Show-houses, and Regional Meetings.
• Develop a detailed business plan to achieve and excel sales targets
allocated.
• Maintained extensive asset finance (home loan) expertise by regularly
researching and networking.
• Successfully negotiating the best terms and conditions for contracts on
behalf of clients through excellent persuasion skills.
Express Agent - Home Loans
• Relationship management and networking with external sources to
increase sales intake. Customer Relationship Management (CRM).
• Establish a relationship with customers and proactively communicate with
them regarding Mortgage and Property-related matters.
• Interact with Estate Agents and liaise with Key Account Managers to
increase source of business.
• Facilitate regular meetings with sources to identify sales opportunities and
address service-related matters.
• Engage with other business units and departments to deliver superior
business value resulting in a positive representation of the company.
• Prepare and execute action plans to meet contracted targets.
• Ensure the conversion of qualified leads into sales.
• Manage and track all applications submitted to the Production Unit.
• Negotiate pricing on behalf of the client.
• Provide them with a mortgage solution to match their needs.
• Keep abreast of competitor activities and ensure visibility in the market
and maintain extensive home loan expertise.
• Attend social events to network efficiently and discover insider
information. Conduct presentations on Powerpoint to increase brand
awareness.
Business Analyst - Private Banking
• Prepare credit applications on behalf of client.
• Analysis of financial statements.
• Assess risk component in terms of credit lending.
• Managing client's overall portfolio and customer retention.
• Secure new business and sales acquired through interaction and
engagement with clients.
• Review and negotiate pricing structures on behalf of the client.
• Boosted company efficiency and customer satisfaction by eliminating
inefficient processes.
Achievements in this role:
• Successfully creating footprint within the area and increase in the
revenue book for Home Loans;
• Developing business strategies to collaborate with internal and
external business partners;
• Assisted in successful campaign planning and implementation;
• Conduct presentations at companies which resulted in successful
collaboration with the mobile banking team;
• Acting as brand ambassador for ABSA Bank when dealing with
external partners;
• Successfully planning and executing events for external partners;
• Obtaining various awards during my tenure at ABSA.
Successful completion of Bachelors Degree with Psychology and Human Resources as majors