Team Leader: Fleet Sales Fulfilment-Standard Bank

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Job TypeFull Time

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Manager: Fleet Fulfilment and Administration to help us fulfil our business objectives and build customer loyalty.

Job Purpose

To manage a national fulfilment team in order provide a comprehensive sales fulfilment function to the Fleet business for all new as well as existing customers
To ensure that all fulfilment requests are actioned within laid down SLA’s and that efficient support is provided to the Sales Team as well as the Operations Admin teams.

Key Responsibilities/Accountabilities

Fleet sales fulfilment
Manages the Fleet sales fulfilment area and creates efficiencies to ensure a seamless fulfilment experience for the customer (existing or new).
Ensures that all fulfilment requests are received and actioned within laid down SLA’s and handed to the Operations Admin team for capturing onto the Fleet Management system/s within laid down SLA’s
Ensures that all fulfilment requests are actioned accordingly which includes (but not limited to):
o Obtaining all the relevant documents from the customer for the credit application to be prepared
o Preparation and submission of credit applications
o Adherence to risk and compliance requirements
o Drawing up and signing of fleet agreements
o Obtaining all legislative information/documents from customers (KYC, CIPC, Resolutions, etc.)
o Customer name changes
o Collateral requirements
o Updating customer profiles on Customer 1st before the Fulfilment Pack is handed to the Operations Admin team for the Fleet System/s to be updated
Retains responsibility to ensure that the Operations Admin areas receives and actions the required Fulfilment Pack.
Processing efficiency.
Document accuracy.
All fulfilment requests actioned within laid down timelines.
Risk and Compliance
Adheres to legal and compliance procedures and controls in order to comply with all legislation:
o Financial Intelligence Centre Act (FICA)
o Consumer Protection Act (CPA)
o National Credit Act (NCA)
o Company’s Act
o Code of Banking Practice.
Adheres to compliance processes and procedures in order to ensures positive internal audit and compliance report findings (rated satisfactory or above).
Keeps abreast with relevant updates to ensure that instructions are implemented or adhered to for the assigned portfolio
Ensures that all credit conditions of approval are met
Effective risk and operational compliance
Ensuring that now account is opened/updated without all the necessary compliance documentation being in place.
Clean audit reports
100% compliance on all legislative and compliance requirements
Complaint resolution
Attends to any escalated complaints and ensures speedy resolution.
Successfully implements a drive to decrease number of customer complaints escalated.
Number of queries and complaints logged effectively and correctly.
Relationship management
Builds, maintains and fosters sound working relationships with the respective sales teams and customers:
Understands the individual customers businesses and their Fleet requirements.
Ensures a full understanding of:
o Fleet fulfilment and documentation requirements
o Legislative requirements, compliance in terms of FICA
o Sales Processes
o Credit application processes.
Liaises with all new business sales staff members nationally in terms of any queries and issues that they may have that need to be resolved with regards to fulfilment.
Ensures that all fulfilment requests are logged and actioned correctly.
Manages worklist queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines.
Monitors and manages the performance of team members
Coaches staff on the required behaviours to support the Fleet business.
Provides customers with feedback on fulfilment status, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
Ensures accurate capture, updates or amendments of customer information and history notes.
Quality of relationships sustained.
Customer Experience measures.
Data accuracy
Ensures that all customer documentation is drawn up correctly and accurately (including all security and ancillary documentation required) before submitted to the customer for signature
Ensures that all documents and information received from customers are accurate and aligns to all legislative and compliance requirements.
% of accuracy of deals loaded
Clean audit reports
People management
Manages a team to ensure effective delivery of objectives for the area.
Develops a high performing team by embedding the bank's performance process, regular performance feedback and coaching. Addresses poor performance.
Motivates team members and ensures that they receive recognition for work well done.
Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and has career conversations with them.
Creates workforce plans for the area to ensure that current and future business requirements can be met. Such plans should be revisited at least twice a year..
Creates quarterly leave plans to ensure adequate coverage. Approves leave requests and leave sell requests.
When required, initiates disciplinary processes for team members. Resolves grievances raised by team members, escalating only if unresolved.
Effective people management (e.g. performance appraisal discussions conducted; performance contracts in place; job descriptions in place and kept up to date).

Preferred Qualification and Experience

Business Commerce
Diploma in Office Adminstration
Certificate in Fleet Management or Diploma in Fleet Management

3-4 years
Experience in managing an onboarding/fulfilment capability. Understanding of Fleet processes and procedures

Knowledge/Technical Skills/Expertise

3-4 years
Experience in managing an onboarding/fulfilment capability. Understanding of Fleet processes and procedures

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Job id : , #74371, 19 views,