Regional Manager-Customer 360 -BRANCH BANKING-Customer 360

Engaging with our customers in a 360 way such that we are able to understand, engage on and capture every opportunity that the customer may present is a big change being driven across the firm. The captioned role will be an integral part of this new thrust and will help drive this change.

With the above objectives in mind the Regional 360 Manager will have the following responsibilities:

• To work with RM, BM & AM to identify for respectively mapped families the opportunity to enhance PH & SH by catering to customer requirements across borrow, save, protect, pay and invest category
• Ensuring Branch and RM activation in each product/category to ensure that each Branch / RM is working towards the propositions as a whole and not biased towards limited products/services
• Help RMs in improving their customer coverage, in achieving their SOPs and in improving their earning by highlighting work-areas for each RM
• Driving Health Score for both RM and Branch collectively so that RMs are improving on their productivity and also in-turn branches are also improving on profitability 
• Driving digital adoption of internal systems, platforms (eg CRM) that will enable tracking of lead quality, lead fulfilment and RM throughput 
• Driving campaigns to ensure top of the funnel drive for each product in relevant catchments and monitor for lead quality and lead conversions 
• Monitoring customer coverage regularly so that all customers are touch based in set periods
• Liaise with relevant departments to ensure and fast-track cases wherever being stuck