Careers at Absa Bank Limited

Job Summary

• To oversee Timiza Virtual Banking day-to-day management of customer services i.e., queries, service requests and complaints resolution in a fair, timely manner; in accordance with Absa’s customer obsession and 10x strategy and in line with the laid down procedures.
• To provide an efficient relationship management between the outsourced customer service vendor (CCI Kenya) and Absa, in accordance with the Contract and External Supplier Control Obligations.

Key accountabilities/Deliverables/Outcomes.

Output to deliver this accountability: 50%

• Ensure effective end-to-end management of customer queries, service requests and complaints received, in full compliance with quality and regulatory standards.
• Ensure effective management and closure of escalated queries, service requests and complaints including those out of SLA.
• Ensure that all escalations are properly channeled to the correct enablers via approved business tools to facilitate resolution while retaining ownership of the same.
• Ensure that all investigative cases are managed within expectation and agree on SLA timelines with the relevant Business Unit.
• Analyze resolution provided by enablers and if the resolution is not fair and just, provide guidance and where necessary escalate to the Product Manager, Head of Digital Channels, or senior management within the Business Unit if further assistance is required.
• Ensure that resolution is communicated to the customer via his/her preferred channel of communication.
• Ensure that the voice of the customer is periodically captured, analyzed, and shared with key stakeholders.

Call Centre Vendor Relationship Management: 20%

• Ensure better management of the relationship to build trust for better service delivery.
• Ensure periodical performance review (i.e., daily, weekly, monthly, and quarterly) are done and minutes/report shared to relevant stakeholders.
• Provide daily technical support to the Call Centre to ensure that all other aligned sub-vendors i.e., systems and telephone service providers, provide their services in accordance with the contractual obligations.
• Analyze service agents’ feedback and where/when necessary, escalate the same to the Head of Digital Channels or designate and relevant enablers for required resolution.
• Ensure that the vendor support agents are screened in accordance with Absa on boarding standards before engagement.
• Ensure that systems user rights are segregated according to approved user roles.
• Ensure that Business Continuity Management (BCM) is in place and periodically reviewed to mitigate any unforeseen service disruptions.

Ethics, Governance and Controls: 25% 

• Ensure all necessary customer business requirements related to Timiza services are implemented.
• Ensure adherence to set and applicable Regulatory standards and principles
• Ensure adherence to set policy and minimum complaint handling principles
• Ensure adherence to Data Privacy Policy.
• Conducting of unplanned /ad hoc reviews to check on conformance to customer queries and complaints management
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards.
• Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure satisfactory rating in all compliance and internal controls audits and share best practices always

Conventional Banking Digital Channels Non-Systems Customer Complaints: 5%

• Weekly review and analysis of the root cause and recommend remedial action to relevant stakeholders
• Represent interest of the Digital Channels complaints in the complaints for a.

Role/person specification.

Qualification.

• Graduate Level

Preferred Experience.

• Relationship management, communication skills, change agent, visionary and strategic thinker, customer obsessed, proactive and agile.

Knowledge and Skills.

• Leadership acumen, problem solving skills, coaching and role model, knowledge and understanding of digital tools and applications.

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)

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Job Summary

• To drive and deliver exceptional Retail and Business Banking performance, through powerful branch leadership, team development, excellent customer experience, and achievement of Operational & Controls rigor excellence in branches.
• Provide powerful leadership in the branch to deliver exceptional branch business growth and profitability.
• Drive implementation of business and service strategies, deliver Retail and Business Banking performance and growth targets in the branch.
• Maintain a high level of bank standards and management controls to achieve operational & control rigor excellence, through strict adherence to operations and compliance policies and guidelines.
• Establish a high-performance culture amongst the branch team.

Job Description

Key Accountabilities (Duties & Responsibilities) and approximate time split.

Business Growth: Time Split 60%

• Implement business strategic initiatives and create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation, and Returns.
• Diligently monitor branch business performance and make adjustments to the execution strategies accordingly.
• Manage branch portfolio risks in line with the bank’s portfolio appetite.
• In conjunction with the regional manager and products development, conduct product review and product development through constant feedback from the market.
• Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as CIB, Asset Finance, Bancassurance, and Lead generation team to maximize cross-selling opportunities.
• Conduct market intelligence to identify new market opportunities, customer trends, existing geographical strength, emerging government directives, and changes in policy by regulators.
• Manage borrowing and non-borrowing accounts in the branch to enhance customer loyalty and retention.
• Harness existing staff potential and create new competencies in order to achieve competitive advantage.
• Lead the branch team 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 in and leading sales activations
• Establish firm relationships with the Top 200 clients and business influencers in the local area.
• Provide regular feedback to staff (individual/corporate) on performance (Sales, NPS, etc.).
• Provide clear direction and guidance to branch staff on business objectives, translating and prioritizing them into business performance measures at the branch level.
• Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies.
• At all times, ensure the 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 batches on the core banking system.
• The branch must maintain the look and feel as per Absa bank standards.
• Ensure that Absa Bank’s policies are adhered to at all times 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 observed at all times.
• Ensure all relevant system reports are printed, appropriately reviewed, signed off on a 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 in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
• In conjunction with the Branch Operation Lead - BOL, you are responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:
• Branch expenditure.
• Equipment maintenance.
• Overtime approvals.
• Stationery consumption, telephones, electricity, water, travel, etc.
• Staff costs
• Sundry losses
• 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 satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure that relevant approvals for all transactions are sorted at all times as guided in the laid down policies.

Internal Controls, Governance, Processes & Procedures; Time Split 15%

• Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies through the BOL.
• At all times, through the BOL, ensure the branch is compliant with all regulatory requirements i.e. opened and closed within the approved regulatory timelines, all approved licenses are in place and up to date, etc.
• Ensure that Absa Bank’s policies are adhered to at all times 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 observed at all times.
• Ensure all relevant system reports are printed, appropriately reviewed, signed off on a 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 in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
• Responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:
• Branch expenditure.
• Equipment maintenance.
• Overtime approvals.
• Stationery consumption, telephones, electricity, water, travel, etc.
• Staff costs
• Sundry losses
• 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 satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure that relevant approvals for all transactions are sorted at all times as guided in the laid down policies.
• Ensure all fees and commissions due to the bank are collected.
• Drive quality sales through actioning of unfunded accounts, uncollected credit cards, and delinquency.
• Ensure Data privacy policies are adhered to at the branch at all times.

Customer Experience: Time split 15%

• The branch must maintain the look and feel as per Absa bank standards.
• Ensure excellent customer experience is maintained at all times.
• Ensure set TAT is achieved at all times.
• Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure set TAT in response to customer queries by phone, email, or by letters is strictly adhered to.
• Ensure customer data is up to date.
• Ensure branch NPS scores are maintained as per the set standards.
• 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.

Capacity Building & People Management; Time split 10%

• 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.
• Help 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 common goals.
• Ensure the assigned e-learning and internal training activities for self and direct reports are 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.
• Management of leave/sickness

Role/person specification

Qualification

• A university degree in a relevant discipline, post graduate qualifications will be an added advantage.

Preferred Experience

• At least 5 years of Banking / Financial Services experience out of which at least 3 years in branch management with a good track record of performance.
• Prior experience in the banking industry; including experience in supervisory or managerial positions.

Knowledge and Skills

• Strong leadership, managerial, and interpersonal skills necessary to effectively lead and motivate teams, collaborate with stakeholders, and drive change within the branch.
• Strong leadership and Managerial Skills.
• Demonstrate effective communication skills, problem-solving abilities, and the capacity to motivate and develop staff.
• A solid understanding of financial products and services offered by the bank.
• knowledgeable about lending procedures, investment options, regulatory compliance, risk management, and customer relationship management.
• A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales targets set by the bank.
• A good understanding of banking regulations, compliance requirements, and risk management practices to ensure that the branch operates within legal and ethical boundaries.
• Up-to-date knowledge of competitor and market activity in the local area
• Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments.

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 incision understanding of the regulatory issues, reporting, and operational requirements as provided by CBK, KBA, KRA, etc.
• Basic Credit Skills - Good knowledge of personal and business credit underwriting and portfolio management.
• Audit standards & Legislation - Good knowledge of International Accounting, and Audit Standards, and Legislation
• Knowledge of Banking and Business Operations - Knowledge of all the Banks' operations and processes and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.

Behavioral Competencies

• Results and achievements 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 systems and processes.
• Leadership and Management Skills - Ability to identify, nurture and grow talent for self and others. Capability to mentor and manage changes. Self-empowerment to enable the development of open communication. Teamwork and trust are needed to support performance and a customer service-oriented culture.
• Communication & Interpersonal Skills - Well-developed oral and report-writing skills, ability to work with, coach, and mentor staff.
• Negotiation & Selling Skills - Must be a good negotiator, particularly in changing behavior and work practices but always win/win. Negotiate with customers on product offerings to grow customer numbers/value and product uptake.
• Human Resource Management Skills - Leadership skills, team building, and ability to train, develop, lead, and build motivated teams.
• Personal Ethics - Must be honest, fair, just but firm with self, and of high integrity.
• Relationship Management - Managing colleague and 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 banks' reputation - Protect and enhance the banks' reputation.

Work Cycle and Impact:

• In charge of branch strategic initiatives
• Branch leave management.
• Review and testing of offsite bank keys.
• Management of E-Learning for self and other branch staff.
• Ensure that Snap checks are undertaken strictly as per the laid down bank procedures (Monthly, quarterly, annually)
• Routine testing of control application and effectiveness

Education

• Bachelor`s Degrees and Advanced Diplomas: Accounting, National Diplomas and Advanced Certificates: Accounting (Required)