Branch Delivery Sales and Service Team Leader

To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service.

Hello Future Branch Delivery Sales and Service Team Leader. Welcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.

As part of our FNB Points of Presence (POP) team, the Branch Delivery Sales and Service Team Leader plays a critical role in leading, coaching, and supporting the branch sales and service team to achieve performance targets while delivering consistently exceptional customer experiences.

• Lead and support the sales and service team to achieve and exceed agreed targets
• Drive sales across product and campaign initiatives to optimise growth and profitability
• Deliver customer experience excellence aligned to organisational values and service standards
• Communicate service solutions clearly and secure customer and stakeholder buy in
• Ensure product knowledge and advice provided is technically accurate and compliant
• Engage customers to understand unique requirements and support value optimisation and product integration
• Manage and grow the active customer account base within the branch
• Analyse customer insights and business data to identify service and sales improvement opportunities
• Provide regular reporting on service delivery, customer targets, and SLA performance
• Manage team delivery against goals within the area of responsibility
• Set meaningful stretch goals and motivate team achievement
• Provide ongoing coaching, guidance, and performance feedback
• Identify development needs and ensure personal development plans are created, implemented, and reviewed
• Create a development culture where learning, insights, and best practice are actively shared
• Manage performance moderation, recognition, disciplinary, and retention processes in line with HR policies
• Participate in Talent Management practices and succession planning
• Implement Employment Equity plan targets in recruitment and employee movement activities
• Resolve conflict and respond to employee concerns in a timely and fair manner
• Ensure effective transfer of skills across functions within the team
• Ensure full compliance with statutory, legislative, policy, and governance requirements
• Implement and embed relevant policies and practice standards across the team
• Maintain up to date knowledge of legislative changes, industry best practice, and internal compliance requirements
• Ensure system and process compliance and address audit findings effectively
• Identify, assess, and manage risks within the area of accountability
• Provide input into governance and compliance process improvements
• Educate team members on risk management, compliance expectations, and process enhancements
• Participate in specialist risk and governance forums where required

• Minimum Qualification: Grade 12/ NQF Level 4
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields
• 1–3 years of experience in sales, management and/or preferred supervisory experience
• Proven leadership experience within a sales and service branch environment
• Strong track record of achieving sales, service, and customer experience targets
• Solid understanding of compliance, risk, and governance within financial services
• Experience coaching, developing, and managing team performance
• Ability to analyse data and translate insights into practical actions