Entry Level Specialist: Customer Experience (C&B) at Absa Bank Limited

Job Summary

To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details.

Job Description

Job Purpose:

• To provide excellent customer experience, deliver exceptional Islamic Banking
• business growth in Branch Network and profitability. To observe compliance &
• control requirements, keeping high level of bank standards.

Key Accountabilities

Business Growth – 60%

• Understand and implement Islamic Banking business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
• Have a clear understanding of all Retail and Business Banking Islamic Banking products that could satisfy customer needs.
• Manage portfolio risks in line with banks portfolio appetite.
• Collaborate in the development and implementation of Islamic Banking sales initiatives with other business functions i.e. Direct sales team, Asset Finance, CIB, Bancassurance to maximize on cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads conduct product review and development through constant feedback from the market.
• Continuously conduct market intelligence to identify new markets, customers trends, new government / directives and changes in policy by regulators.
• Contribute to the development of Islamic Banking branch sales strategy.
• Plan and co-ordinate any marketing approaches for new business and actively develop existing relationships.
• Actively seek to grow own portfolio and cross sell to ensure delivery of set Targets. Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.
• Ensure quality sales and new to bank accounts within your portfolio are promptly funded at customer onboarding.
• Continuously monitor own performance against targets agreed daily for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.
• Operationalize campaigns as required with the Branch Manager and the business.
• Ensure excellent customer experience at all times
• Drive business targets through strict TAT observance and high-level service delivery standards.
• Should not advise an existing customer to open a similar account in their respective Branches with a view of moving funds between the accounts.
• Should not close an existing account in your Branch/domiciled in another Branch with a view to re-opening a similar account.
• Accounts re-streaming should be carried out in line with the Banks policy.
• Together with BM, create ownership of the branch performance targets. Agree with branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.

Internal Controls& Risk Management- 10%

• Ensure that the Absa bank’s policies and procedures are always adhered to when handling different products.
• Ensure adherence to all KYC & AML Processes with regards to new and existing business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Manage costs within your area of operation.
• Determine and manage Training Needs Analysis and own succession planning.
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
• Accurate customer information is captured in the core banking system.

Customer Experience-20%

• Ensure excellent customer experience is always maintained.
• Ensure set TAT in account onboarding and loan processing 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 always up to date
• Ensure branch NPS scores 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
• Monitor 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 - 10%

• In conjunction with the Branch Manager, Assistant Branch Manager and other branch colleagues create a conducive work environment, teamwork and effective succession opportunities to ensure maximum productivity.
• 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 own succession planning. Manage your own leave by working closely with your Line Manager

Preferred Qualification

• A Business-Related Degree from a recognized university.

Preferred Experience

• Experience in Islamic banking
• Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.

Knowledge and Skills

• Detailed knowledge of Absa Retail & business banking products strategy
• Detailed knowledge of Muslim banking culture
• Knowledge of the Islamic Banks competitor landscape & processes
• Understanding of Shariah Law, Shariah Board and Shariah Audits
• Knowledge of Islamic Financial instruments.