1. SALES LEADERSHIP AND BUSINESS DEVELOPMENT
1.1 Sales Strategy and Market Growth
•    Develop and execute annual sales and business development strategies aligned to Property Finance objectives.
•    Drive growth in mortgage advances, market share, revenue, and profitability.
•    Identify and capitalize on new market opportunities and emerging market trends.
•    Monitor competitor activities and recommend strategic actions to enhance competitiveness.
1.2 Business Development
•    Develop and maintain strategic relationships with Estate Agents, Property Developers, Attorneys, Valuers, and other key stakeholders.
•    Generate new business opportunities through proactive sales initiatives and networking activities.
•    Promote Property Finance products and services to existing and prospective customers.
•    Identify opportunities for cross-selling and collaboration across the Capricorn Group.
1.3 Sales Performance Management
•    Drive achievement of monthly, quarterly, and annual sales targets.
•    Monitor pipeline management and sales conversion ratios.
•    Ensure prompt follow-up on all leads, referrals, and business opportunities.
•    Analyze sales performance and implement corrective actions where required.
1.4 Digital Banking and Digital Adoption
•    Drive the adoption and usage of the Bank's digital channels and platforms within the Property Finance customer base.
•    Promote digital customer onboarding, digital applications, and electronic customer engagement solutions.
•    Collaborate with internal stakeholders to identify opportunities to digitize and simplify customer journeys.
•    Educate customers, developers, estate agents, and internal stakeholders on digital banking solutions.
•    Support the Bank's digital transformation objectives by increasing digital engagement and reducing manual processes.

2. CUSTOMER EXPERIENCE AND RELATIONSHIP MANAGEMENT
2.1 Customer Service Excellence
•    Champion a customer-centric culture across the sales team.
•    Ensure customers receive professional, efficient, and value-adding service.
•    Continuously improve customer experience throughout the application and approval process.
•    Ensure service delivery standards are consistently achieved.
2.2 Stakeholder Relationship Management
•    Build and sustain productive relationships with Estate Agents, Developers, Branches, and internal stakeholders.
•    Conduct regular stakeholder engagement sessions to identify business opportunities and address concerns.
•    Represent Property Finance in the market and strengthen the Bank's reputation and brand presence.
2.3 Customer Complaints and Service Recovery
•    Monitor, investigate, and resolve escalated customer complaints.
•    Implement measures to improve service quality and reduce recurring complaints.
•    Ensure customer feedback is translated into actionable improvements.

3. OPERATIONAL EXCELLENCE, INNOVATION AND RISK MANAGEMENT
3.1 Process and Turnaround Time Management
•    Ensure efficient management of sales activities and customer onboarding processes.
•    Drive adherence to agreed service-level standards and turnaround times.
•    Continuously identify opportunities to improve process efficiency and customer service delivery.
3.2 Risk and Compliance
•    Ensure adherence to all Bank policies, procedures, regulatory requirements, and governance standards.
•    Promote ethical business practices and a strong risk management culture.
•    Ensure compliance with credit, operational, conduct, and reputational risk requirements.
3.3 Reporting and Management Information
•    Prepare and present accurate sales, portfolio, and performance reports.
•    Analyze business trends and provide recommendations to management.
•    Monitor portfolio growth, quality, and productivity indicators.
3.4 Innovation and Continuous Improvement
•    Foster a culture of innovation and continuous improvement within the sales team.
•    Identify opportunities to improve customer experience, operational effectiveness, and sales productivity.
•    Encourage the use of technology, automation, and data-driven decision-making.
•    Lead initiatives aimed at improving processes, service standards, and business growth.
•    Benchmark industry trends and implement best practices where appropriate.

4. PEOPLE LEADERSHIP AND PERFORMANCE MANAGEMENT
4.1 Team Leadership
•    Lead, motivate, and develop a high-performing sales team.
•    Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
•    Promote employee engagement and a performance-driven culture.
4.2 Performance Management
•    Set clear performance expectations and monitor performance against agreed objectives.
•    Conduct regular coaching, mentoring, and performance discussions.
•    Recognize achievement and address performance gaps proactively.
4.3 Talent Development
•    Identify and address training and development needs within the team.
•    Facilitate knowledge sharing and continuous learning.
•    Develop succession plans and build future leadership capability.

5. TECHNICAL EXPERTISE
5.1 Product and Industry Knowledge
•    Maintain comprehensive knowledge of Property Finance products and services.
•    Stay informed of developments within the banking, property, and financial services industries.
•    Maintain sound knowledge of competitor offerings and market positioning.
5.2 Financial and Credit Analysis
•    Demonstrate sound understanding of credit principles and mortgage lending.
•    Interpret financial statements and assess customers' financial positions.
•    Support sound credit decision-making processes.

6. CONDUCT AND CORPORATE VALUES
The incumbent is required to:
•    Promote and uphold the Bank's values and Code of Conduct.
•    Demonstrate professionalism, integrity, accountability, and ethical leadership.
•    Act in a manner that protects and enhances the reputation of the Bank.
•    Foster a culture of respect, inclusivity, collaboration, and customer service excellence.

7. GENERAL
7.1 Other Duties
Perform any other reasonable duties and responsibilities assigned by management in support of business objectives.

 

KEY PERFORMANCE INDICATORS (KPIs)
The incumbent will be measured against, but not limited to, the following:
Sales and Growth
•    Growth in Mortgage Loan Book.
•    Achievement of monthly, quarterly, and annual sales targets.
•    Growth in market share within identified segments.
•    New-to-Bank customer acquisitions.
•    Cross-selling and referral generation.
•    Portfolio profitability.
Customer Experience
•    Customer satisfaction outcomes.
•    Reduction in customer complaints.
•    Complaint resolution effectiveness.
•    Service turnaround times.
•    Stakeholder engagement effectiveness.
Operational Excellence
•    Adherence to service-level agreements (SLAs).
•    Application processing turnaround times.
•    Portfolio quality and credit performance.
•    Compliance and audit outcomes.
•    Quality assurance results.
Digital Banking
•    Growth in digital application submissions.
•    Digital customer onboarding uptake.
•    Digital platform adoption by customers.
•    Increased utilization of self-service channels.
•    Reduction in manual processing activities.
Innovation and Continuous Improvement
•    Successful implementation of improvement initiatives.
•    Process efficiency gains achieved.
•    Customer journey enhancements implemented.
•    Contribution to strategic projects.
•    Cost savings and productivity improvements realized.
People Leadership
•    Team performance against targets.
•    Staff engagement and retention.
•    Employee development and succession readiness.
•    Completion of performance reviews and coaching plans.
•    Achievement of team productivity objectives.

CORE COMPETENCIES:
•    Strategic Thinking
•    Business Development
•    Sales Leadership
•    Customer Centricity
•    Digital Literacy
•    Innovation and Change Leadership
•    Commercial Acumen
•    Strategic Relationship Management
•    Customer Experience Management
•    People Leadership
•    Coaching and Mentoring
•    Negotiation and Influencing Skills
•    Problem Solving
•    Decision Making
•    Communication Skills
•    Planning and Organizing
•    Data-Driven Decision Making
•    Integrity and Accountability
•    Results Orientation