Manager, Sales and Service - Spanish Town Branch

The Manager, Sales & Service, is responsible for the overall profitability and goal achievement of assigned branch by directing and executing sales and business development activities.

Major Responsibilities and Duties

Sales  

• Lead and manage sales activities for the branch including mentoring and training branch staff in using standard relationship selling techniques to grow existing relationships and gain new customer relationships. Proactively identify, execute and lead business development efforts and opportunities. Build and maintain professional working relationships with all lines of business to ensure customer relationship building is taking place through cross selling efforts and referrals, low-cost deposits, cards, foreign exchange trading and growth in activate members.
• Develop, implement and monitor the annual and quarterly business plans, including sales goals, revenues, and expense strategies to ensure profitability targets for the branch are achieved &/or exceeded. Provide leadership in communicating the VM Building Society’s overall strategy.
• Ensure profitable growth of assigned Branch.
• Lead branch team and ensure that stipulated targets, both financial and non-financial, are achieved monthly, quarterly and annually.
• Design, develop, implement and execute sales plans, aligned to the company’s strategic objectives, to achieve profitability targets of the Branch on a monthly, quarterly and annual basis. Participate in and provide sales support in promotional and sales activities.
• Monitor the use of existing sales & service tools, to ensure effectiveness and efficiency.
• Participate in the preparation and administration of the Branch Profitability Report, submit budget recommendations, monitor BPR budget daily/weekly/monthly to ensure that all stipulated financial targets are achieved
• Prepare required sales reports for submission, on stipulated sales performance metrics, with appropriate action plans within stipulated SLA.
• Support the Senior Manager, Sales – Branch Distribution, in the execution of his/her duties.

Service Excellence

• Support the Senior Manager, Service – Branch Distribution, in the execution of his/her duties.
• Resolve escalated customer questions and/or concerns in a timely manner and within SLA, to maintain optimal branch performance in service quality, accuracy, efficiency, and manage risk prudently. Approve policy and procedure exceptions within assigned limits.
• Lead and manage assigned branch to ensure that established service targets, as assigned, are met or exceeded and customer service in the branch is conducted in accordance with the Standard Operational Procedures and Service Level Agreements.
• Represents the branch as appropriate in its relationships with members, sponsor organizations(s), suppliers, other financial institutions, and similar groups.

Operations

• Represents the Society as a Signing Officer viz: Letters (internal & external), Cheques and Authorization of bill payments
• Review contracts on the provision of services for the branch.
• Work collaboratively with Supervisor to actively lead and train staff to ensure the branch consistently adheres to all regulatory compliance standards, internal operational and credit controls and follows all operating policies and procedures. Ensure audit, security and compliance issues and/or concerns are addressed and resolved in a timely manner. Act as a liaison between branch and support departments.
• Work collaboratively with Supervisor and Group Human Resources to recommend staffing levels and approve personnel actions such as hiring, terminations, promotions, transfers, timely performance reviews and salary increases, in accordance with legal and acceptable Industrial Relation practices.
• Maintain a comprehensive knowledge of operational policies and procedures and thorough knowledge of laws/regulations pertaining to compliance, branch operations and consumer and small business lending.
• Lead the development of skills for Team Members through documented goal-setting, coaching, problem resolution, delegation, training, counselling, and performance management.
• Actively lead and train staff to ensure branch consistently adheres to all regulatory compliance standards, internal operational and credit controls and follows all operating policies and procedures. Ensure audit, security and compliance issues and/or concerns are addressed and resolved in a timely manner. Act as a liaison between branch and support departments.

General:

• Engage in public relation activities to promote visibility and enhance the organization’s public image.
• Attend all required meetings & events of the organization, both in person and via online platforms.
• Conduct and complete documented Performance Appraisal for team members utilizing the Society’s Performance Management Guidelines, on a monthly, quarterly and annual basis, within stipulated SLAs and with appropriate action plans.
• Ensure that information to which you have access is handled in accordance with the Information Security (IS) Policy.
• Perform any other related duties which may be assigned from time to time

Minimum Education and Experience Requirements:

• First degree in Business Administration with specialization in Finance/ Banking or equivalent
• Seven (7) years’ experience in bank operations, sales leadership, retail banking and relationship management, with at least four (4) years managerial experience in loan administration and financial services strategy design and implementation
• Proven track record of leading a high performing sales team, creating growth opportunities and managing the growth process from inception to completion while achieving/exceeding budgeted targets, both financial & non-financial.