Job Purpose
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.
Duties & Responsibilities
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.
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
How To Apply