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Job Description
As a Branch Lead, you will be responsible for leading, coordinating, and controlling the efficient delivery of business objectives and day-to-day branch operations in a regulatory compliant manner.
Job Summary: We are seeking a highly motivated and experienced Branch Lead to join our team. The successful candidate will have a proven track record of leadership, sales, and customer service experience, with a strong understanding of retail finance sales and service.
About the Role:
- Plan and coordinate branch activities to optimize branch capacity and efficiencies.
- Coach branch colleagues to ensure key learnings of Blackbelt are embedded, including enhanced customer engagement and education of customers on all channels available to meet their needs.
- Drive business development activity within your branch and local community, to attract, retain, and grow key customer cohorts and maximize opportunities.
- Develop key local introducer relationships with local solicitors, accountants, estate agents, and employers.
- Measure the success of business development activities and pivot and change to adopt plans that proved the greatest success.
- Actively manage the risk and control agenda so that all standards are met, including the successful completion of BRQ, to ensure that risk is minimized and work is completed in a regulatory compliant manner.
- Ensure security of laptop, bank assets, and customer data policy is met.
- Ensure the team fully understands their impact on compliance, and embed the term 'right first time', recognizing good compliant performance. Lead by example.
- Understand and promote the customer segmentation ethos.
- Optimize the various sales support tools and channels (e.g. activity management, SMART calendar, CVM Campaigns etc.), to increase revenue for the business.
- Ensure branch team/s are fully compliant with industry standards and regulations at all times.
- Create an environment of learning through supporting the development and performance of staff within the team.
- Celebrate success and address underperformance in a timely and effective manner, by providing regular performance feedback in a constructive way, showing sensitivity to others and conducting regular documented performance reviews, identifying and resolving issues affecting individuals' progress.
- Ensure the management and adjudication of complaints is operated within your branch in accordance with Group Policy and Procedure. Adjudicate on escalated complaints from those reporting to you.
- Take ownership for decisions within the team and facilitate engagement of others in the decision-making process.
- Act promptly when decisions are needed and use sound and insightful judgment using logical and relevant information.
Requirements:
- Full valid driver's license.
- Qualified Financial Advisor - recognized qualification to permit the discussion of product information and provide advice to customers (e.g. QFA, APA in both Loans and Savings & Investments or Grandfathered).
- Have a number of years' proven experience in retail finance sales and service, ideally at branch level.
- Proven leader with an innate ability to motivate a sales team to deliver on objectives. Deep knowledge and understanding of PTSB products and services. Competitor knowledge and market awareness.
- Knows how to approach business development and selling based on a track record of achievement in sales. Excellent customer service and relationship management skills.
- Proficient at Microsoft Office suite.