Job Description

• 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
• 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. 
• This role is accountable for driving sales performance, ensuring strong service delivery, embedding compliance and governance, and developing capable, high performing teams in a dynamic branch environment. 
• Now’s the time to imagine your potential in a leadership role where people capability, customer excellence, and commercial outcomes come together. 

Are you someone who can: 

• 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 

​​​​​​​Leadership, People & Performance Responsibilities 

• 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 

​​​​​​​Compliance, Risk & Governance 

• 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 

Qualification & Experience Requirement 

• 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 

You will be an ideal candidate if you possess the following: 

• 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 

You will have access to: 

• Leadership opportunities within a dynamic Points of Presence environment 
• Ongoing learning and development aligned to leadership and sales excellence 
• Exposure to cross functional collaboration and communities of practice 
• The opportunity to influence customer outcomes, team capability, and business growth 

End Date: August 12, 2026