Head of Sales

Head of Sales & Service

Company Information

Our client is a high street retail banking group

Principal Accountabilities

To develop and implement an effective service & sales strategy across the Telephone Banking Channel; deliver the sales plan and associated income targets along with strong customer service metrics in line with agreed corporate objectives and guidelines.

ACCOUNTABILITIES

SALES

• To plan, co-ordinate, direct and control the development of a Sales plan that will generate sales volume and product mix for all sales channels and customer segments.
• To act as deputy for the Service and Sales Director, maintaining business focus and leading in his/her absence.
• To lead the analysis of Sales Performance across all channels against plan and to provide timely and accurate information to the Sales Delivery team.
• To lead Sales Plan review discussions with senior representation from Business Units within and outside UKRB to ensure realistic forecasting is provided to the Telephone Banking Executive.
• To contribute to the assessment of any proposed changes to product, price, people or process that might impact on the Sales Plan to minimise risk and maximise opportunity.
• Lead, motivate and develop the sales teams, to ensure that individual and team performance meets the current and future needs of the business
• Take personal responsibility, as part of the Sales Management Team, to introduce, support, sustain and input into Bank policy and other Central initiatives; creating an open and participative environment with effective teamwork, leadership and communications.
• Ensure compliance with the Bank’s books of instructions, procedures guidelines and reporting requirements as well as any relevant regulatory and statutory requirements.

SERVICE

• Develop and deliver innovative, effective and cost efficient customer service propositions throughout the Telephone Banking channel to enhance the customer experience, extend the customer relationship and maximise profitability.
• Contribute to the development of the Telephone Banking Channel strategy and the delivery of the overall business plan and balanced scorecard measures.
• Embed the use of Customer Experience tools, techniques and metrics across the Channel – Net Promotor Scores, Quality Assurance, CARE.
• Facilitate the delivery of key customer service measures and targets through the contact centres,.
• Work with the Head of Customer Experience to review performance across the Channel, identifying adverse variances from forecast and taking corrective action where appropriate.
KEY COMPETENCIES

1. Creating value through customers
• Providing excellent customer service

2. Creating value for the business
• Developing the Strategy
• Delivering business results

3. Getting the best out of each other
• Leading others
• Influencing
4. Working smarter
• Planning and control
• Bringing innovation to problem solving
5. Meeting the challenge of change
• Making change work
Candidate Specifications
KEY KNOWLEDGE / SKILLS
ORAL COMMUNICATION
Communicates complex issues and seeks to check understanding by asking the appropriate questions.
WRITTEN COMMUNICATION
Produces detailed reports and other written material of a technical and/or complex nature. Uses lucid and concise language to explain complex material, findings or recommendations. Focuses on relevant information, excluding unnecessary detail. Adapts the style and content according to the target audience and the purpose of the document.