Executive: Sales And Service VC

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.

Job Summary

The Executive: Executive Sales & Service VC is a value generating role reporting into the Chief Operations Officer (COO). This role is dedicated to spearheading the virtual channel sales and service strategy for Business Banking, ensuring exceptional performance in inbound and outbound sales as well as client servicing. It is responsible for driving customer acquisition, enhancing servicing capabilities, boosting cross-sell opportunities, and achieving satisfaction goals through virtual engagement that is digital-first and powered by data. The incumbent's mandate includes transforming the virtual channel into a modern, intelligent, and always-available component of the Business Banking Omnichannel experience, tailored to meet clients where they are. By leveraging innovative solutions, fostering stakeholder collaboration, and ensuring operational alignment, this role focuses on optimising channel productivity, embedding service excellence, and delivering outstanding commercial results.

Job Description

Key Focus Areas

Sales and Service Leadership

• Lead, inspire and grow high-performing sales and service teams across virtual touchpoints – digital drop offs.
• Achieve defined revenue, customer acquisition, and cross-sell targets.
• Co-design and implement inbound and outbound virtual campaign strategies aligned to business priorities with the Segments.
• Use customer intelligence to provide insights to tailor solutions that increase wallet share and customer stickiness.

Channel Transformation and Integration

• Drive the virtual channel transformation roadmap, embedding agentic AI, robotics automation, and NLP to improve efficiency, quality and experience.
• Champion the virtual channel's integration into the wider omnichannel strategy, enabling seamless customer journeys across voice, human-assisted and in-person touchpoints.
• Ensure CRM platforms and campaign tools are optimally leveraged to drive proactive and context-aware engagement.

Technology, Data and Insights Enablement

• Collaborate with data and analytics teams to harness predictive insights that shape customer interactions.
• Continuously optimise processes, campaigns, and scripts using real-time data and feedback loops.
• Lead efforts to simplify customer journeys, reducing duplicated engagements and service friction.

Operational Excellence

• Ensure quality assurance, compliance, and risk management standards are met across all virtual interactions.
• Partner with business operations, product, and technology teams to resolve pain points, eliminate manual interventions, and reduce unnecessary contact volumes.
• Drive automation of routine queries and transactions, freeing up human capacity for high value transactions.

Accountabilities

Strategy Formulation and Execution

• Develop and lead the sales and service strategy aligned with customer lifecycle and business goals.
• Shape integrated execution plans that drive acquisition, retention, and commercial growth.
• Translate long-term strategic objectives into aligned business plans, execution roadmaps and key milestone measurements for the business area.
• Cascade strategic goals and ensure alignment between business unit vision and functional implementation priorities, setting clear short, medium and long-term milestones.
• Develop effective partnerships to enable business performance and contribute to sector-wide influence aligned with strategic initiatives.
• Respond to emerging policy and regulatory trends by adapting operational strategy and ensuring compliance alignment.
• Coordinate business enablement efforts for Business Banking ensuring delivery capability across systems, processes, and teams.
• Track execution progress against key strategic initiatives and intervene to correct course where needed.
• Support transformation initiatives through structured programme delivery and change management practices.
• Provide expert advice and support in operating model, strategy, and value chain formulation and delivery alignment.
• Identify practices and technologies that provide competitive advantage and enable knowledge sharing and integration of practice areas.
• Undertake analysis of management and specialist information and guide reporting tool implementation to improve decision-making quality.

Customer Primacy

• Embed customer-centric practices across sales and service channels to enhance experience and loyalty.
• Use customer insights to inform service improvements and sales enablement strategies.
• Interpret market and customer insights to inform operational plans and prioritise capability investments.
• Utilise customer data to improve processes and propositions, ensuring measurable customer value delivery.
• Instil customer-centric decision-making in teams, balancing experience and efficiency targets.
• Implement initiatives that improve customer engagement and retention through operational enhancements.
• Coordinate cross-functional initiatives to deliver consistent customer journeys and service quality.
• Represent the voice of the customer within leadership forums to influence service delivery priorities.
• Plan and deliver services that create a culture which aims to exceed customer expectations in all aspects of the business.
• Provide expertise in designing integrated frameworks to embed service excellence.

Sustainable Growth

• Drive sustainable growth through targeted sales campaigns and service excellence initiatives.
• Align sales and service performance with long-term business viability and strategic priorities.
• Develop business area growth plans aligned to segment and enterprise priorities.
• Work with business partners to define and execute on growth strategies and operational initiatives.
• Mobilise functional teams to deliver growth targets and embed performance accountability.
• Monitor growth delivery, resolving barriers and reinforcing strategic objectives at operational levels.
• Evaluate financial and customer returns on initiatives to ensure alignment with business viability.
• Formulate and develop multi-function operating frameworks that contribute to sustainable growth.

Client-Driven Innovation and Change

• Lead innovation in sales and service delivery through digital tools and agile practices.
• Implement change initiatives that enhance customer engagement and operational efficiency.
• Monitor competitive landscape and identify opportunities to improve products, services, or operations.
• Drive continuous improvement and innovation within the team to enhance customer outcomes.
• Shape client experience initiatives through project ownership and delivery responsibility.
• Lead operational change, ensuring readiness, engagement, and measured impact across delivery teams.
• Influence and communicate across all levels of the business to minimise resistance to change and ensure onboarding of target audiences.
• Scan the external environment to investigate alternative delivery models and offer innovative advice for competitive advantage.
• Drive change management activities across a single value chain for optimal adoption of change.

Leading Talent

• Build and lead high-performing sales and service teams with expertise in customer engagement.
• Develop internal capability through structured training, coaching, and leadership development.
• Embed people processes and values into business routines, reinforcing a strong leadership culture.
• Develop workforce capabilities to meet business plan execution requirements and future readiness.
• Create inclusive team environments that support performance, wellbeing, and growth.
• Address escalated people issues and ensure application of performance and development processes.
• Develop future leaders through mentorship, stretch assignments, and tailored development experiences.
• Provide expertise and advice in the development and implementation of human capability and accountability frameworks across functions.
• Direct the development and implementation of human capability strategies to support people management priorities.

Operational Effectiveness

• Establish and manage frameworks that ensure consistent sales and service execution.
• Monitor performance metrics and drive continuous improvement in delivery outcomes.
• Operationalise strategic goals into functional plans with clear deliverables, timelines, scorecards with team and individual KPIs to enable effective tracking of business and individual performance.
• Set appropriate financial and other resourcing plans to enable business performance, tracking against budgets and investments for both current and long-term strategic goals.
• Ensure integration across business units by resolving operational friction and dependencies.
• Represent the business area in operational forums and with delivery partners.
<li