Prestige (Sky Team) Team Leader at Absa Bank Limited

Job Description

Sales Performance 35%

• Monitor and drive team-wide sales performance, ensuring the achievement of individual and collective targets.
• Review daily sales dashboards and coach underperforming bankers.
• Coordinate with Data Led Sales Team to allocate leads strategically across the Sky Prestige team.
• Champion execution of campaigns by assigning roles, reviewing outcomes, and reporting impact to the Head of Data Lead Sales.
• Collaborate with colleagues in the Branch Network, Contact Centre, and Regional Business Teams to identify and engage prospective clients across the country.
• Leverage digital channels and virtual platforms to drive customer acquisition, engagement, and onboarding.
• Develop territory-specific growth strategies tailored to regional trends and remote client needs.
• Focus on new to bank and cross-selling to existing customers to drive growth within the segment.
• Vigilantly monitor personal performance daily to surpass the targets set for new and existing clients and take decisive action to rectify any performance deficiencies.
• Proactively seek out new prestigious clients within and outside the bank's customer base to drive client acquisition.
• Attain a comprehensive understanding of all Retail and Business Banking products to cater to customer needs effectively.
• Devise and execute sales strategies tailored to the requirements of emerging affluent clients, ensuring consistent achievement of individual sales targets.
• Ensure prompt funding of high-quality sales and new accounts within your portfolio at customer onboarding.
• Drive business targets by strictly adhering to turnaround time and delivering service to the highest standards.
• Actively champion Forex products and services among emerging affluent clients to contribute significantly to overall Forex revenue targets.
• Deliver personalized Forex solutions that address clients' international transaction needs, providing them with competitive and comprehensive offerings.
• Collaborate with other business functions to devise and execute sales initiatives, maximizing cross-selling and enhancing customer profiling opportunities in the prestige segment.
• Embed quality metrics in all sales campaigns and monitor delivery for consistency and compliance.
• Ensure all Sky Prestige Bankers adhere to script standards, full disclosures, and suitability checks during sales processes.

Portfolio Management & Growth 20%

• Maintain and deepen relationships with emerging affluent clients, ensuring ongoing client satisfaction and long-term engagement.
• Oversee client portfolio health and relationship quality across all team-managed clients.
• Ensure client segmentation, wallet share opportunities, and cross-selling strategies are embedded across all portfolios.
• Regularly review banker portfolios for risk exposure, growth stagnation, or service gaps.
• Continuously conduct market intelligence to identify new markets, customer trends, new government/directives and changes in policy by regulators.
• Conduct regular reviews and provide tailored financial advice that aligns with the clients' evolving needs and financial goals.
• Engage clients in discussions about their financial objectives and offer solutions that promote portfolio growth and client loyalty.
• Focus on growing the portfolio's liabilities (deposits and investments) by encouraging clients to increase their holdings with the bank.
• Promote asset growth through targeted lending products and other financial services, ensuring clients are aware of and utilize the bank’s offerings.
• Deliver sales through excellent service, ensuring that every client interaction is an opportunity to enhance the relationship and grow the portfolio.
• Should not close an existing account in your Branch/domiciled in another Branch with a view of re-opening a similar account.
• Grow Product Per Customer

Net Active Customer Growth 5%

• Monitor team performance on net customer growth.
• Implement retention and engagement strategies team wide.
• Lead client win-back campaigns and referrals via digital channels.

Portfolio Net Promoter Score 10%

• Ensure high levels of client satisfaction by maintaining a strong focus on Net Promoter Score (NPS) for the individual portfolio.
• Track and report team Net Promoter Score (NPS) performance monthly.
• Lead customer service escalations and intervene in complex client issues.
• Conduct virtual or regional check-ins to uphold service standards.
•  Utilize digital tools to deliver a seamless customer experience.
• Resolve client issues through remote support channels and coordinate with in-country service teams as needed.
• Manage service escalations from remote regions and ensure turnaround time is met regardless of client location.
• Collaborate with branch colleagues to ensure that service standards are met, and clients are satisfied across all touchpoints.
• Ensure excellent customer experience is always maintained.
• Address client queries and complaints promptly, ensuring timely resolution and communication.
• Ensure customer data is always up to date.
• Ensure SLA in account onboarding and loan processing is always achieved.
• As per the agreed SLA action client feedback to continually improve service delivery and strengthen client relationships.
• Proactively manage potential service issues before they escalate, ensuring a smooth and positive client experience.
• Review customer feedback to identify service quality gaps; initiate service recovery or improvement initiatives.
• Uphold internal QA benchmarks and regulatory standards in every client interaction.

 Accuracy & Efficiency 5%

• To maintain high operational efficiency, avoid RTS-related claw backs
• Tighten controls on settlement issues, reducing process delays & inefficiencies.

Quality Assurance 5%

• Lead quality assurance efforts across Sky Prestige Bankers to ensure service delivery, onboarding accuracy, and sales execution meet set standards.
• Review and evaluate banker-client interactions (calls, emails, meetings) for consistency, professionalism, and value-add in line with Prestige standards.
• Regularly assess quality of advice, portfolio reviews, and product suitability across the team.
• Drive corrective actions based on QA findings through structured coaching, retraining, or escalation where necessary.
• Maintain a quality dashboard and report trends to the Head of Data Lead Sales for strategic interventions.
• Ensure zero tolerance for mis-selling, misrepresentation, or non-disclosure practices.
• Track and close any client feedback, service lapses, or negative NPS drivers tied to quality issues.

Impairment Management 10%

• Manage team’s portfolio risks in line with banks portfolio appetite.
• To Minimize impairments and manage customer defaults.
• To proactively monitor team portfolio health to support Risk Management

Customer On-Boarding Accuracy 2.5%

• Ensure team’s accuracy in capturing customer information in the core banking system when onboarding.
• 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.
• Cost management within the prestige portfolio.

Compliance Management 2.5%

• Champion compliance awareness within the team.
• Review of quality of onboarding and KYC documentation submitted by Sky Prestige Bankers.
• Act as control point for operational risk concerns before escalation to Compliance or Risk functions.
• Conduct monthly team-level health checks.
• Use QA insights to flag systemic issues in KYC, onboarding, or advisory processes.
• Collaborate with Risk & Compliance on root cause analysis from audit/QA failures and follow through on corrective actions.

Training 2.5%

• Participate actively in personal and professional development, completing all mandatory training on time and ensuring no overdue training sessions.
• Develop team capability through ongoing coaching, peer learning, and skills training.
• Monitor training completion and conduct mini-knowledge assessments.
• Identify high-potential team members and support career development.
• Address behavioral and performance issues early and constructively.
• Represent the team in leadership and strategy forums
• Collaborate with branch management to create a collaborative and productive work environment.
• Contribute to the development of a strong team by sharing knowledge, mentoring peers, and participating in team-building activities.
• Participate in regular virtual training sessions and knowledge-sharing forums with colleagues across the country.
•  Leverage digital platforms for peer learning and regional collaboration.
• 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.
• Use quality assurance results to guide individual and team training interventions.
• Align team upskilling plans with identified QA gaps in advisory, onboarding, or client handling.

Leave Management 2.5%

• Manage personal leave in a way that ensures continuity of client service, coordinating with colleagues to cover responsibilities during absences.
• Coordinate leave schedules for Sky Prestige Bankers to ensure continuous client support.
• Track team wellness and flag burnout risks to Head of Data Lead Sales.
• To ensure that the wellness & individual growth drive is upheld.