Mortgage RM, ABSA Workplace Banking at Absa Bank Limited

Job Summary

To provide advice and support in the development and implementation of business development management planning and associated service delivery processes, methods and techniques within the ABSA workplace Banking companies to support Mortgage Business Growth.

• Increase mortgage penetration within the Corporate Companies that have been signed up onto AWB, building long-term relationships founded on efficient and reliable support for employees.
• Enhance delivery off Personal banking solutions within this customer base and manage consistency and quality of operational service.
• Make Absa Bank Kenya PLC the Bank of choice for all the employees in the portfolio of companies for their mortgage solutions by managing the marketing and distribution of home ownership and real estate solutions to employees in the scheme companies at their place of work on a regular and consistent basis with an objective of increasing the product uptake by the employees.
• Create effective partnerships with key internal stakeholders to build eco system synergies towards mortgage uptake.
• Manage relationships with the scheme companies ensuring we realize full value from the portfolio companies.
• Deliver exceptional mortgage performance through home loan sales & excellent customer service within the scheme companies

Job Description

Main accountabilities and approximate time split.

Business Development – Time Split 70%

• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• To deliver exceptional retail business performance through home loan sales & excellent customer service within scheme Companies.
• Manage and drive business growth through execution and implementation of the country mortgage strategy for Absa.
• Drive affordable housing penetration to the schemes to 40%.
• Communicate and circulate Real Estate Developer partnerships to the schemes with regular updates.
• Develop tailored engagement strategies with scheme companies to drive brand acceptance and visibility and follow up with marketing to drive targeted marketing initiatives to the schemes.
• Establish targeted campaigns within the scheme customers to offer tailored mortgage products and services. Undertake appropriate promotional and public relations activity and manage marketing communication in the companies.
• Responsible for achieving aggressive mortgage volume, disbursement, and portfolio quality targets within the scheme companies.
• Work closely with ABW RM’s to drive mortgage business in their scheme companies.
• Performance tracking of mortgage scheme penetration.
• Sign up funded mortgage schemes
• Work with various Absa Business functions to facilitate business growth by creating collaborative synergies.
• Manage all queries and complaints from the schemes by taking ownership, escalating where necessary and resolving in a timely manner.
• Deliver world class customer service practices and adhere to Absa service standards.
• Maintain mortgage sales performance statistics across all schemes for management use.
• Coordinate assigned sales teams during scheme activations and communicate with the sales teams and branches on product offering and requirements.
• To work with Scheme Loans administration team to ensure timely invoicing and repayment of loans taken. Will take responsibility for any non-repayment of mortgage loans with a target on provisions/arrears for the mortgage scheme portfolio.
• With the Retail Credit team, conduct review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate.
• Consult customer owners/managers on financial/credit issues and general business practice/ideas.
• Provide sales performance updates for management information use.
• Monitor and ensure adherence to risk service standards.
• Support product applications for KIBs in their portfolio companies working with internal stakeholders to ensure timely and favorable deliver of required products.
• Recruitment of new companies into the scheme arrangement with bank with full documentation provided.
• Re-activating companies from Blacklist after solving the issues that led to blacklist ensuring more business is captured.
• Actively participate in undertaking snap checks as and when assigned.
• Pro-actively look out for issues that can lead to impairment in portfolio companies and ensure resolution as and when they arise.

Relationship Management & Service - Time Split 20%

• Implement initiatives that drive excellent relationship management, customer satisfaction levels and engagements with companies that drive revenue generation.
• To proactively ensure that a quality Relationship Management Calling Plan is in place to monitor service delivery.
• Own and find resolutions for customer complaints.
• Ensure adherence to service standards for clients.

Operational Rigor- Time Split 10%

• Ensure compliance & adherence to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Bank Kenya PLC Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”
• Ensure the Bank’s Mortgage lending criteria are met and ensure the retail end-to-end procedures for mortgage are adhered to.

Technical skills / Competencies

• Service Excellence.
• Relationship Management
• Negotiation and presentation skills
• Interpersonal skills
• Selling & influencing skills
• Strong team leadership
• Personal organization and initiative e.g. diary management
• Business Awareness
• Business Management
• Team-working: building and developing high performance
• P C Skills
• Networking skills
• Drive for results.
• Quality, high standards and controls.
• Coaching and training
• Communication (verbal and written)
• Decision making
• Presentation and facilitation skills

Knowledge, Expertise and Experience.

• The jobholder will be required to have a detailed knowledge of the core set of Retail Products.
• For products, a good knowledge will be required sufficient to:-
  • Recognize the changing needs of the customer.
  • Identify products/service that best satisfy customer need.
  • Introduce the products/services in the companies.
  • Co-ordinate the introduction of the relevant products.
  • Deal with customers directly as required.
• A good knowledge of the products & services available in the Personal Sector is also required to satisfy the individual financial needs of business owners/key individuals.
• The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.
• University degree in a relevant discipline, post graduate qualifications will be an added advantage.