Sales & Service Team Leader (FAIS)

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

To lead, motivate, and manage a team of Service Consultants and Sales & Service Consultants to achieve service excellence, sales performance, and compliance outcomes within an integrated banking environment. Lead frontline consultants to achieve service, sales and compliance outcomes.

Job Description

KEY FOCUS AREAS

To lead and coordinate daily sales and service operations to ensure service quality, team performance, and efficient execution of approved sales and operational plans, while supporting customer satisfaction and continuous improvement.

• Lead teams to achieve defined sales targets and support sustainable business growth.
• Strengthen customer relationship management and deliver consistent service excellence.
• Implement operational plans and monitor performance against agreed objectives.
• Champion collaboration, knowledge sharing, and a culture of continuous improvement.
• Ensure compliance with risk, control, and regulatory requirements.
• Apply technology and process optimisation to enhance efficiency and accuracy.
• Act as a brand ambassador, promoting professionalism and customer advocacy.
• Support workforce planning, coaching, and uplift of team capability.
• Monitor customer satisfaction with regards to WPB activities
• Contribute to innovation and tactical execution of regional sales strategies.

ACCOUNTABILITIES

People Leadership

• Lead, coach, and develop team members

• Manage performance, targets, and behavioural standards

• Conduct regular one-on-ones, coaching, and performance reviews

• Ensure adequate staff coverage and workforce planning

Sales & Service Performance

• Drive achievement of team sales and service KPIs

• Monitor customer experience metrics (e.g. NPS, complaints, TAT)

• Support consultants with complex customer interactions and escalations

• Deliver a consistently exceptional in-branch customer experience by proactively welcoming, guiding, and supporting customers

• Promote efficient service, alternative banking channels

• Upholding Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment

Operational & Risk Management

• Ensure team adherence to FAIS, FICA, AML, and operational controls

• Conduct daily, weekly, and monthly controls and reporting

• Monitor risk indicators and implement corrective actions

Culture & Engagement

• Reinforce a customer-centric, ethical, and performance-driven culture

• Promote collaboration across branch teams

Education

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies