Jobs at Absa Bank Limited

Key Activities

• Provide a range of application availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.
• Successfully facilitate delivery of changes to reports needed by the business and ensure that reports and their dependencies are made available for the business.
• Provide holistic support of application availability to Business Users.
• Take actions to achieve reductions in frequency and duration of incidents that impact application availability.
• Ensure shortfalls in application availability are recognized and appropriate corrective actions are identified and progressed.
• Act on agreed appropriate actions with Line Management to maintain or improve application availability levels.
• Initiate and coordinate actions required to maintain or improve availability of applications.
• Act as a coordination point for changes to applications when needed.
• Maintain an awareness of technology advancements and best practices that support application availability.
• Log and monitor incidents in the Portal and ensure they are scoped for release.
• Explore basic automation opportunities for repeatable tasks and recommend/ implement the solutions in collaboration with the appropriate teams.
• Lead/participate in run the bank projects and changes within core banking support systems.
• Set up and chair relevant meetings (Troubleshooting meetings with vendors, Project meetings etc.)
• Analysis and documentation of business processes to create knowledge base.

Key System Support

• Core Banking System:
• Performing FLEXCUBE Server and DB health checks.
• Executing SELECT queries / statements on Microsoft SQL and PL/SQL.
• Coordinate with Offshore Support teams for various technical deliverables including
• Customization Deliveries, Patchsets, fixes, problem tickets etc.
• Bank Operations Systems:
• Support Sybrin systems - Sybrin teller, Payments, Estatements, Digitization, Imaging and workflow and Statement extractions.
• Ensuring business participates in all sessions of clearing.
• Performing Sybrin Server and DB health checks
• Branch Operations Systems:
• Support on-boarding systems on - Account Opening/loan/credit card processing and represent Client On-boarding in broader initiatives.
• Payments Integrations Systems:
• Serve as the primary point of contact for all inbound and outbound payment inquiries.
• Generate monthly reports detailing payment trends and discrepancies.

Accountability: Change and Test Management

• Responsibility is to ensure that proper testing occurs for all Application changes released into the production environments as assigned to you by Line Management

Key Activities

• Work closely with Release Analysts.
• Review releases and assign appropriate release testing tasks.
• Vet & validate changes to ensure no disruption.
• Engage in changes and collaborate to deliver new requirements.
• Compile and review the Testing Deliverables.
• Conduct installation procedure tests.
• Participate in functional, performance, and integration testing results.
• Coordinate user acceptance testing.
• Coordinate back out testing.
• Conduct supporting documentation review.
• Compile test results.
• Conduct release test review.
• Coordinate post release testing.

Validate and communicate results of testing activities.

Accountability: Business Liaison

• Point of contact for one or more business units to represent IT services.

Key Activities

• Identify service needs for the Business Units represented to IT.
• Escalate Business unit service issues to the Service Manager
• Communicate service status on service issues to the Business Unit
• Assist in SLA negotiation efforts with Business Unit(s)
• Report on quality of services rendered to Business Unit(s)
• A fast learner keen on developing knowledge and experience in service delivery.

Accountability: Risk Management

• Build relationship with country Technology Risk and Compliance team and provide support
• wherever required.
• Contribute and deliver to the improvement of the risk profile by delivering improved
• governance, risk management, controls, and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for
• Operations & IT and achieve audit and assurance targets.

Accountability: People Management

• Responsible for driving own Performance Development, collating relevant documentation, preparing for, and arranging reviews.
• By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training to perform the role to the required standards, including gaining accreditation where appropriate.

Role/person specification

Qualification

• Bachelor’s degree in computer science or any IT related fields.
• ITIL v4 Certification
• Database Certification Oracle DBA, Microsoft SQL, PostgreSQL.

Experience

• 3 – 5 years IT experience in a business environment.
• 1-year minimum experience fulltime support Database management – Microsoft SQL and Oracle.
• Experience in bank operations system e.g., Sybrin system support
• Experience in Swift Payments systems and integration.
• Experience in branch operations support systems – Customer on-boarding process system support.

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Key Accountabilities (Duties & Responsibilities)

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 product development, conduct product reviews 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 the 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 always adhered to 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 batch on the core banking system.
• The Branch must maintain the look and feel as per the Absa bank standards.
• Ensure that Absa Bank’s policies are always adhered to 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 always observed.
• 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 always sorted 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 the Absa bank standards.
• Ensure excellent customer experience is always maintained.
• 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 the 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 is 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

• University degree in a relevant disciplines, post graduate qualifications will be an added advantage.

Preferred Experience

• At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance.

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Job Description

Underwriting

• Ensure prompt registration and acknowledgement and onboarding of new umbrella schemes
• Prepare and issue debit and credit notes
• Prepare & issue cover notes and/or policy document as per onboarded risk
• Ensure effective renewal process – renewal invites; costings; debit and credit notes and issue renewal endorsement
• Ensure timely and effective reporting to internal stakeholders and brokers.
• Implement credit control policy and ensure that premiums are debited and collected as required
• Ensure daily reconciliation of premium collections
• Perform Monthly reconciliation for premiums under the Umbrella group schemes
• Verify and analyze client data according to company practices and procedures
• Maintain updated group risk and associated files & records as per Information Risk Management guidelines.
• Prepare and compile weekly & monthly underwriting reports enhanced with qualitative assessment; portfolio analysis, risk recommendation within the stipulated time
• Implement fraud strategies that actively identify and prevent fraud within the area through enhancing manual process or through system enhancement improvement.
• Collaboratively assess the loss ratios and report as per claims and underwriting best practice.

Customer Service & Stakeholder Engagement

• Adhere to the Query and complaint categorization & response standards to ensure client queries and complaints are dealt with timeously, efficiently and professionally
• Ensure corrective action is taken on complaints received by following correct procedure and input and provided feedback for root cause analysis  & resolution.
• Adherence to Treating Customers Fairly(TCF) principles
• Provide superior customer service by proactively and timeously obtaining outstanding documentation to ensure complete efficient claims processing
• Provide regular feedback and escalate concerns to the Manager: Risk Mitigation where process gaps should be addressed.
• Ensure noted complaints are Updated in the complaint registers timeously
• Provide underwriting and claims technical support to operation, business development and accounts departments in all phases of policy life cycle.
• Have regular meetings to review statuses, claims and underwriting progress with all stakeholders

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Key Accountabilities/Deliverables/Outcomes and Approximate Time Split

Business Growth: Time split 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, and Bancassurance to maximize cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, and products, conduct product reviews 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 to the development of branch sales strategy.
• Plan and coordinate 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, 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.
• Always ensure excellent customer experience
• 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 on branch execution plans/strategies and ensure they are aligned to the Bank's overall strategy- Growth, Transformation, and Returns.

Internal Controls & Risk Management: Time split 10%

• Ensure that Absa bank¡¦s policies and procedures are always adhered to when handling different products.
• Ensure adherence to all KYC & AML Processes regarding 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 the new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the current tariff.
• Accurate customer information is captured in the core banking system.

Customer Experience: Time split 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 in response to customer queries by phone, email, or 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: Time split 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 are 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

Role/person specification

Qualification

•   Business related degree

Preferred Experience

• Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.
• A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales targets set by the bank.

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Job Description

• Customer service: Deliver customer service at first point of contact
• Capturing financial transactions: Capture all financial transactions on the Bank system and ensure that all transactions are properly authorised by a mandated official before finalising the processing
• Fraud prevention: Identify potential fraudulent transactions and report these and other suspicious transactions as per the Money Laundering control framework to management
• Capture customer data: Update demographics such as address changes, name changes and standing order instructions based on information supplied by customer. 

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)