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  • Posted: Feb 15, 2021
    Deadline: Not specified
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    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.
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    SME Bankers - Various locations

    Job Summary

    To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards.

    Job Description

    Main Accountabilities:

    Business Growth - 60%

    • Understand and implement 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 products that could satisfy customer needs.
    • Manage portfolio risks in line with banks portfolio appetite.
    • Collaborate in the development and implementation of 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, products, conduct product review and development through constant feedback from the market.
    • Continuously conduct market intelligence to identify new markets, customer trends, new government / directives and changes in policy by regulators.
    • Contribute in the development of 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 on a daily basis 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 of 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 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 adhered to at all times 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.
    • 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 maintained at all times.
    • Ensure set TAT in account onboarding and loan processing is achieved at all times.
    • 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 at all times
    • 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
    • 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, team work 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

    Key stakeholders that the position holder will need to liaise/work with to be successful in this role:-

    Internal & External

    • All branch staff
    • All other Departments
    • Other bank staff (Internal customers
    • Other Local banks
    • Customers (Internal & External)
    • CBK
    • Kenya Bankers Association
    • Kenya Revenue Authority
    • Service providers

    Decisions the position holder is empowered to make:

    • Verification of KYC Documents /identification.

    Work Cycle and Impact:

    • Submission of daily performance reports to the branch manager.
    • Review of unfunded accounts within portfolio.
    • Review and recovery of delinquency accounts.

    Ideal Job Competencies

    Technical Competencies

    • Technology Skills - Knowledge of computerized banking applications and spreadsheets
    • Conceptual and Analytical Skills - Ability to quickly grasp and understand systems and keen to details
    • Risk Management -  Ability to anticipate and mitigate risk by implementing appropriate risk management policies for the bank 
    • Compliance and Regulatory Framework - Top nick understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KBA, KRA etc 
    • Basic credit skills - Good knowledge of personal and business credit underwriting and portfolio management 
    • Audit Standards and Legislation - Good knowledge of International Accounting and Audit Standards, and Legislation
    • Knowledge of Banking and Business Operations - Well rounded knowledge of all the Banks products, operations and processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.

    Behavioral and Cognitive competencies

    • Results and achievement oriented - Strives to achieve results, enjoys measuring others, being measured and being judged on performance standards and those of others he/she leads to optimize employee productivity. Ability to effectively plan and monitor the branch performance using defined system and processes
    • Leadership and management skills - Ability to strive for growth through performance, nurture and grow talent for self. Capability to mentor and manage changes. Self-empowerment to enable development of open communication. Teamwork and trust that are needed to support performance and customer service oriented culture 
    • Communication and interpersonal skills - Well-developed oral and report-writing skill, ability to work with others. Effectively communicate with and manage customer expectations (Internal/external), and other stakeholders who impact on performance. 
    • Negotiation and Selling skills - Must be a good negotiator, particularly in changing behavior and work practices but always win/win. Negotiate with customers on product offering to grow customer numbers/value and product uptake 
    • Human Resource Management skills - Basic leadership skills, team building and ability to train, develop, lead and work with highly motivated teams 
    • Personal ethics - Must be honest, fair, just but firm with self, and of high integrity 
    • Relationship management - Managing client relationships so as to ensure excellent customer experience leading to value add to the customer and increase in the Banks share of wallet
    • Conscious of bank's reputation - Protect and enhance the banks reputation 

    Method of Application

    Interested and qualified? Go to Absa Bank Limited on absa.wd3.myworkdayjobs.com to apply

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