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  • Posted: Jan 18, 2022
    Deadline: Not specified
  • Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.
    Read more about this company


    Branch Operations Lead

    Job Summary

    To provide specialist advise and support in the maintenance and analysis of operational data in order to provide accurate reports and information to relevant business stakeholders, through the execution of predefined objectives as per agreed SOPs.

    Reports to: Branch Manager

    Job Purpose:

    • To drive and deliver exceptional Retail and Business Banking performance together with the Branch Manager, through the provision of efficient business management, powerful leadership, team development and achievement of Operational & Controls rigor excellence in branches.
    • Principal assistant to the Branch Manager.
    • Achieve operational & Controls rigor excellence and maintenance of a healthy business environment through strict adherence to operations and compliance policies and guidelines.
    • 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. Guidelines

    Key Accountabilities:

    Internal Controls, Governance, Processes & Procedures - 40%

    • Ensure proper controls, processes & procedures are adhered to at all time as per the laid down Absa bank policies.
    • At all times, ensure branch is opened and closed as per the approved regulatory timelines. Operations staff are ready and equipped to serve customers. This includes, opening and closing branch batch on the core banking systems
    • Branch must maintain the look and feel as per the Absa bank standards.
    • Ensure that Absa Bank’s policies are always adhered to when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is always observed.
    • Ensure that Snap checks are undertaken strictly as per the laid down bank procedures (Monthly, quarterly, annually)
    • Ensure all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy.
    • Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents regarding LCT/OTT/FX Trades, safeguarding records, and not disclosing suspicions to customers.
    • Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses and to protect Bank and customer assets.
    • Ensure that the branch achieves a minimum of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
    • Ensure that relevant approvals for all transactions are always sort as guided in the laid down policies.
    • Ensure Data privacy policies are adhered to at the branch at all time

    Business Growth: Time split 25%

    • Together with BM, create ownership of the branch performance targets. Agree branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
    • Ensure quality sales - funded accounts, no mis-selling, complete on boarding process including offering digital channels and debit cards
    • Lead the branch team in supporting the branch to achieve its Customer retention objectives, Transaction migrations from the counter to alternate channels, balance sheet growth goals and acquisitions. Support will include: Achieving branch sales targets as well as participating and leading sales activations
    • Ensure new business is properly BOLked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
    • Support sales staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing.

    Customer Experience: Time split 20%

    • Ensure excellent customer experience is always maintained.
    • Ensure set TAT is always achieved.
    • Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
    • Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
    • Ensure customer data is up to date.
    • Ensure branch NPS score are maintained as per the set standards
    • In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements
    • Provide leadership around customer experience at the branch
    • Monitor the counter service to ensure customers are served within acceptable waiting time having a work plan for both peak and off-peak periods.

    Capacity Building & People Management 15%

    • In conjunction with the Branch Manager, build and develop a high performing and motivated staff team in the branch by creating a conducive work environment, teamwork, regular duty rotations and effective succession opportunities to ensure maximum productivity.
    • Support in resource planning, setting performance objectives and measures of success for direct reports and providing regular feedback on performance.
    • Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of branch staff.
    • Effectively manage, mobilize, and coordinate branch resources (Staff, equipment, safe environment etc.) to achieve the common goals.
    • Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
    • Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff
    • Manage performance/disciplinary issues/grievances for branch staff
    • Leave Management

    Technical Competencies

    • Knowledge of Banking and Business Operations
    • Audit standards & Legislation
    • Basic Credit Skills
    • Compliance and Regulatory Framework
    • Risk management
    • Conceptual and analytical skills
    • Technology Skills

    Behavioural and Cognitive Competencies

    • Results and achievements oriented
    • Leadership and Management Skills
    • Communication & Interpersonal Skills
    • Negotiation & Selling Skills
    • Human Resource Management Skills
    • Conscious of banks reputation


    Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

    Method of Application

    Interested and qualified? Go to Absa Bank Limited on to apply

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