Branch Delivery Sales and Service Team Leader

About the role

The Branch Delivery Sales and Service Team Leader is responsible for leading, coaching and supporting a branch sales and service team to achieve performance targets while delivering exceptional customer experiences. This role sits within FNB’s Points of Presence (POP) team and combines people leadership, sales optimisation and compliance oversight.

Key responsibilities

• Lead and support the sales and service team to meet and exceed agreed targets.
• Drive sales across product and campaign initiatives to maximise growth and profitability.
• Ensure delivery of customer experience excellence aligned with organisational values and service standards.
• Communicate service solutions clearly and secure customer and stakeholder buy‑in.
• Maintain accurate, compliant product knowledge and advice.
• Engage customers to understand requirements and support product integration.
• Manage and grow the active customer account base within the branch.
• Analyse customer insights and business data to identify improvement opportunities.
• Provide regular reporting on service delivery, customer targets and SLA performance.
• Manage team performance, coaching, development plans and talent succession.
• Ensure full compliance with statutory, legislative, policy and governance requirements.

Required profile

• Proven ability to lead and motivate a sales/service team in a branch environment.
• Strong track record of achieving sales targets and driving profitability.
• Excellent communication skills with the ability to influence customers and stakeholders.
• Solid understanding of compliance, risk and governance in financial services.
• Capability to analyse data and translate insights into actionable plans.
• Experience in performance management, coaching and talent development.
• Conflict resolution and employee relations skills.

Required skills