To provide leadership to the regional teams to Acquire, Grow & Retain B2C customers (Merchants). The role will guide and manage internal and external teams to meet set volume, value & brand targets leveraging on business insights gained from the market to improve our value proposition delivery.
JOB SPECIFICATIONS
Academic:
- University Degree
- Proficiency in computer use including MS Office tools and banking systems
Desired work experience:
At least 4 years financial services experience two (2) of which must be in supervisory/ management role; and at least two (2) within business development.
JOB COMPETENCIES
Technical Competencies
- Supervisory skills for optimal task management and optimization of outlet staff productivity.
- Leadership to provide guidance to the outlet staff on day to day operations.
- Dynamic and energetic with a passion for innovation and disruptive technology.
- Problem solving and solution oriented to be able to handle complex situations
- Quality orientation to ensure highest standards of Customer service are observed.
- Selling skills to ensure effective selling and cross selling of the product offering.
- Clear oral and written communication skills.
- Customer focus with ability to think out of the box and consistently produce high quality of service.
- Knowledge and experience in modern customer service practices to provide guidance on quality improvements and operational changes
- Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
- Decision- making capabilities and ability to work with minimal supervision.
Behavioral Competencies
- Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
- Personal motivation and drive to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
- Personal motivation and drive to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
- Passionate about accountability and goal achievement
- High level of integrity
- Ability to challenge and be challenged with constructive feedback
- Self-empowerment to enable development of open communication, teamwork and trust, that are needed to support business performance and customer-service oriented culture.
- Strong interpersonal and excellent communication skills
Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win
Financial (40%)
- The ability to manage the sales process from lead generation to close, including tracking customer interactions and sales metrics, managing sales pipelines, and identifying opportunities for upselling and cross-selling.
- The ability to establish and maintain positive relationships with customers, including identifying their needs and expectations and developing personalized strategies to meet those needs.
- The ability to use insights and information to improve the customer experience, by developing customer acquisition and retention strategies suitable for the organization.
- Provide leadership to deliver the Regional acquisition target (merchants).
- Deliver a plan to ensure growth in Transactions & Transaction value.
- Deliver a retention plan to ensure no loss of acquired merchants.
- Manage & optimise the cost of acquisition.
- Consolidate & manage regional spend/financial budgets according to agreed guidelines for all approved activities.
Internal business processes (20%)
- Ability to effectively manage and optimize the sales process at scale.
- Optimise the distribution as a service model to ensure that all field-based operations are conducted OTIFNE (On time in Full no Exceptions)
- Monitor the 100% use of the promoter app for official work purposes. No tasks should be given outside the app. All formal communication from the promoters should be recorded on the App.
- Conduct & record formal performance review meetings with the regional teams. Reports to be used will be generated from the management portal.
- Champion adherence to established processes and procedures. Identify potential risks to the service and product offering and provide mitigation strategies
- Supervision and guidance of the regional sales teams and any 3rd party teams to ensure timely and effective delivery of service.
- Organise/Coordinate & execute trade/market visits with the regional teams to gain insights and coach/support the team.
- Define a strategy to ensure 100% presence and visibility of all available point of sale material in 100% of the assigned geography.
- Plan and manage staff shifts, annual, unplanned and emergency leave to ensure minimal disruption of service.
Customer (30%)
- Ability to develop and execute advanced lead generation strategies and tactics, such as account-based marketing or referral programs.
- Create the conditions that will reduce customer effort in accessing and utilising our CVP (Digital & Physical) with minimum friction.
- Create/Design & deploy a framework and condition that ensure the highest NPS score as measured by value survey.
- Champion adherence to quality standards and SLAs within the customer touch points to maintain the brand experience and customer promise.
- Develop a PICOS for the trade to ensure customers can always experience our CVP.
- Execute a business Continuity plan implementation and disaster recovery co-ordination with the regional teams.
People Management, Learning & growth (10%)
- Identify and plan personal training needs.
- Competence Development in mastering Business Models, Business Analytics and Digital Marketing.
- Coaching the team on Sales Processes & Techniques as well as B2B/Institutional Sales techniques.
