Bidvest Bank
Primary Purpose
To build, manage relationships with regional customers and ensure all operational, contractual obligations, compliance and Service Levels Agreements are always met.
Minimum Requirements
Qualifications
Matric with Fleet Administrative experience
Fleet Management Diploma (Ideal)
Marketing or Sales Diploma or degree (Ideal)
Previous client relationship management
Experience
3 – 5 years’ experience within the Fleet industry, preferably within Leasing Environment and knowledge of the Road Traffic Act
Duties and Responsibilities include but not limited to:
FINANCE
Revenue Protection
Scrutinize CIS monthly to ensure all units on lease correctly billed to customers
Revenue Generation
Identify new and additional initiatives within the scope of the contract
Debtors Management
Improved Debtors Age collection rate, no invoices older than 60 days
Ensure GRVs are issued for all outstanding invoices (revenue assurance)
CUSTOMER CENTRICITY
Customer Service Excellence
Relationship management and building
Accurate and timeous reporting in line with contract requirements
Ensure customer requirements are attended to and action timeously.
Logging of activity on relevant CRM tool
Compulsory monthly business reviews.
Service Level Agreement
Work closely with all internal stakeholders to ensure the Bank is achieving the minimum 95% target.
Query Resolution
Maintain constant communication for quicker resolution times
Manage escalated queries and resolve timeously
Acknowledge customer communication within 8hrs of receipt
Know Your Customer
Customer information must be always updated
Customer Queries
Timeously resolve all customer queries
Customer Complaints
All complaints logged and resolved within 48 hours with feedback to customers
OPERATIONAL EXCELLENCE
Replacement Plan
Actively manage the Vehicle Replacement Program:
Timeous quoting
Customer consultation to ensure the asset specification is correct for the application of the vehicle.
Ensuring that all quotes are processed timeously to procurement for asset ordering.
Ensuring the accurate and timeous approval of quotes
RFQs must be loaded on MS Teams Tool
Manage order status.
Provision of quotes within 5 working days within the SLA
End of Contract management
Contract Management and Reporting
Timeous Report submission
Manage client fleet utilization and restructure
Facilitate adhoc requests
No STR extension past 12 months
Managed utilization in line with contracted parameters
Support MMU in managing outstanding POs
Manage ETA and delivery of new vehicles with internal stakeholders
Preparation of monthly customer reports for discussion
Compliance
Obtain BRN/Proxy documentation on a quarterly basis
Ensure all license discs are obtained and delivered to customers before expiry
Odometer Readings
Preparation and presentation of monthly odo file in time for running of variable billing
LEARNING AND GROWTH
PDP and Training
Have a formal PDP and proactively manage
Achievement of objectives/milestones set out in the development plan
Contribute to overall team outputs
Identify any training needs
No outstanding compulsory training
Employee Net Promoter
Level of satisfaction by employees
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