Branch Manager at Absa Bank Limited

Job Summary

• To drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigor excellence in branches with up to 50 staff members or branches with single customer categories.
• To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch.
• Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high-performance culture amongst the branch team.
• Achieve operational rigor excellence and maintenance of a healthy business environment through strict adherence to operations and compliance policies and guidelines

Job Description

Key accountabilities/Deliverables/Outcomes

Driving Business Performance: Time split 40%

• Implement business strategies to deliver performance and growth as communicated by the Regional Manager.
• Drive branch performance against key performance standards as communicated and agreed with the Regional Manager in areas including:
  • balance sheet growth,
  • sales growth and income contribution,
  • cost performance,
  • credit management,
  • employee satisfaction,
  • customer experience,
• Operational risk and control rigor management
• Provide clear direction to branch staff on the Retail and Business Banking business objectives, translating and prioritizing into business performance measures at branch level.
• Establish relationships with key clients or business influencers in the local area, including client visits, and complete call reports for every customer visit and this should be filed for snap checks.
• Monitor daily branch sales performance ensuring sales and portfolio growth targets are achieved.
• Understand the local business drivers and issues that have an impact on branch performance.
• Identify business improvement opportunities and make appropriate recommendations to the Regional Manager service initiatives, improvement for existing products and processes, opening or closure of branches.

People Management and Development: Time split 30%

• Develop and communicate an annual plan to optimize the resources (Financial, human, and physical) as agreed with the Regional Manager.
• Prepare a resource and capacity plan for the branch to be incorporated in the annual plan for the Region.
• Build and develop a high performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the branch team.
• Maximize performance of the branch team members by identifying and developing their training needs and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the branch teams that results in a high-performance climate and culture.
• Conduct effective performance management for direct reports.
• Monitor and ensure that all Branch Key Performance Indicators are achieved.
• Share knowledge experience and best practice with branch team members.
• Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all their staff.
• Effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills, and experience, by playing an active role in recruitment and exits of direct reports.
• Initiate HR processes for direct reports when required e.g., disciplinary process, leave management, learning and development, talent identification etc. in consultation with HR.
• Acts as escalation point for grievance cases within the branch.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development.

​Compliance Management: Time split 15%

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure the branch operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards are met and where required review branch remediation action plans with the Regional Manager
• Report all incidents within the branch in line with the bank’s incident reporting procedures.
• Sign off all budgeted branch expenses and seek Regional Manager approval as necessary.
• Signoff all dormant accounts and seek Regional Manager approval as necessary.
• Hold cost center for network related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.

Customer Service Management: Time split 15%

• Understand and articulate aggregated feedback at branch level to shape the customer proposition and product offering.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build a motivated, committed, and focused Branch team, consistently delivering creative, precise, and customer-focused service.
• Ensure branch service excellence through continuous monitoring of service scores and discuss and agree resolution plans with Regional Manager.
• Ensure all customer contact points in the branch, including equipment (PC’s, printers, notes counters, ATM’s, etc.) are of the highest service standard. ATM uptime must be kept within 95% and any issues raised to the Channel Manager at head office.

Role/person specification

Preferred Qualification

• University degree in a relevant discipline, post graduate qualifications will be an added advantage.

Preferred Experience

• At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance.

Knowledge and Skills

• Business understanding and management experience of Retail / Consumer and Business Segments
• Working knowledge of Branch Operations and Controls
• Demonstrable experience in Customer Service management including complaint management / resolution.
• Hands on experience of sales management including leading Direct Sales teams.
• People management experience of big teams
• In-depth knowledge of banking products, strategies, and structures in Retail,
• Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments
• Good working knowledge of people policies and procedures
• Thorough understanding of the banking industry practices and regulations.
• Well informed on general economic, political, and business environment.
• Up to date knowledge of competitor and market activity in local area
• In-depth understanding of core banking operating IT systems e.g., Flexicube

Behavioral Competencies

• Leadership, people management, coaching and team building skills.
• Strong problem-solving skills coupled with decision making ability.
• Driving Customer Experience
• Strong negotiation and influencing skills.
• Strong communication and Presentation
• Good networking skills, both for internal and external network

Technical Competencies

• Credit appraisal skills
• Cultural and Change Management
• Business Acumen/Business Awareness
• Performance Management
• Operational Risk Management
• Resource Management and planning.
• Commercial Effectiveness