Current Opportunities at Absa Bank Limited

Job Summary

• The Director Marketing and Corporate Affairs plays a pivotal role in driving Absa Group’s ambition of being a leading pan African Financial Services Group in Kenya and in Africa.
• The role is responsible for brand, marketing, communications, and corporate relations excellence within Kenya and responsible for representing the local franchise at the Absa Group level. The individual will play a key role in the direct management of centrally held capabilities and in influencing the execution of brand, marketing, communications, and corporate relations strategies and campaigns within Absa Kenya.
• Through a business partnership approach, the role will provide best-practice strategic marketing, communication, and corporate relations support to the business, helping the organization to execute against its business objectives. The role will support Absa Kenya and its divisions in meeting business goals through optimizing investments in brand marketing, communications and corporate relations including leadership, integration of and accountability for those respective functions.
• The Director, Marketing requires a strong track record for successful brand and marketing campaigns with a clear focus on digital marketing. Stakeholder and reputation management are also critical success factors in this role.
• The role reports geographically to the Absa Kenya Consumer Banking Director and functionally to the Absa Regional Operations (ARO) Executive: Marketing and Corporate Relations.

Job Description

Key accountabilities/Deliverables/Outcomes:

Accountability:  Brand Development

• Understand, own, and bring to life the Absa brand strategy, its positioning and performance within Kenya through the three lenses of marketing, communications and corporate relations.
• Contribute to business growth through brand development and as a key member of the senior leadership team own the overall organizational responsibility for translating corporate and business unit’s requirements into brand, marketing & communications objectives.
• Lead development and execution of in-country marketing, communication, and corporate relations strategy via associated annual plans, jointly accountable to the Absa Regional Operations (ARO) Marketing and Corporate Relations function 
• Act as the Brand Custodian for the franchise internally and externally and develop content and campaigns that are on brand and on strategy, tailored appropriately to the business needs, the target audiences and the media channels.   
• Drive brand experience and campaigns that achieve the organizational goals of customer acquisition and customer value management.  
• Craft and execute a brand sponsorship strategy to drive brand love and significantly advance brand consideration. 
• Engage and energize team members around the role of brand and marketing.
• Be comfortable working within a broader pan-African business which entails close collaboration with a center team and other country Heads of Marketing

Accountability:  Commercial Objectives

• Responsible for ensuring the marketing, communications and corporate relations strategy and execution is focused on business growth.
• Working closely with Heads of Businesses locally and regionally, provide clear direction on the marketing and brand objectives for each of the Business Units,
• Develop a network of internal and external suppliers in the context of delivery of the marketing objectives including and not limited to sourcing and management of the various agency networks viz a viz Media Agency, Creative Agency, Digital Agency, Public Relation Agency among others. 
• Drive media and production buying value for the firm.

Accountability:  Media Relations and Reputation management

• Own all media relations objectives for the firm at Corporate and Business Unit level.
• Act as the custodian of the firm’s reputation management framework and coordinated firm-wide activities towards avoiding (and in the event effectively managing) reputational crisis. 

Accountability:  Relationship and Stakeholder Management

• Develop strong relationships with business stakeholders to ensure an understanding of commercial priorities and requirements for marketing and communications support.
• Manage relationships with key business divisions across Absa, supporting the development of cross division income opportunities and efficiency synergies.
• Develop highly effective relationships with key contacts in Legal and Compliance in order to facilitate smooth implementation of legal and regulatory changes.
• Maintain strong relationship with frontline contacts to ensure you have a good understanding of the best way to implement any product or service initiatives internally.
• Act the joint custodian of customer experience with the business units, specifically through owning the customer engagement events and plans.
• Work with colleagues across Africa to integrate and align marketing and corporate.
• relations plans to ensure Group objectives are achieved. 
• Build strong relationships with media, government, suppliers, and other key stakeholders.

Role/person specification

Preferred Qualification:

• Bachelor’s degree in Business, Brand, Marketing, Communication, or related field.

Preferred Experience:

• Working knowledge of international and specific operating environments, relating to a marketing, brand, communications, and corporate relations strategy
• Demonstrable experience (10 years or more) in brand, marketing and communications in a senior management role, operating in a multinational business.
• Strong track record for marketing campaigns that have delivered tangible results with a strong bias to digital marketing.
• Experience in reputation and crises management.
• An understanding of the Financial Industry is preferable.

Knowledge and Skills

• Detailed understanding of the external economic, political, legal and regulatory environment and its internal impacts on the region and Kenya
• In-depth understanding of Absa Group and the Absa Africa strategy, operating structure, and interfaces with other functions/Ability to operate at strategic level in ambiguous/dynamic environment would be beneficial.

Education

• Bachelor`s Degrees and Advanced Diplomas: Marketing (Required)

go to method of application »

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 high level of bank standards and management controls to achieve operational & Controls 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, 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.
• 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, Lead generation team to maximize on 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 and leading sales activations
• Establish firm relationships with 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 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 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.
• Branch must maintain the look and feel as per the 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 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 of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure that relevant approvals for all transactions are sort 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 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 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 of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure that relevant approvals for all transactions are sort 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%

• Branch must maintain the look and feel as per the 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 on response to customer queries on phone, email or by letters is strictly adhered to.
• Ensure customer data is up to date.
• Ensure branch NPS score 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 the 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
Preferred Qualification

• University degree in a relevant discipline, 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.
• 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 target 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 local area
• Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments.

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 incision 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 & Legislation; Good knowledge of International Accounting and Audit Standards, and Legislation
• Knowledge of Banking and Business Operations; Knowledge of all the Banks operations and processed 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 system 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 development of open communication. Teamwork and trust that are needed to support performance and 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 offering 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.
• 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:

• Empowered to make managerial decisions.
• Sign transactions within the approved limits
• Discretion on resource allocation within the branch under approved headcount for optimum productivity.
• Approval on costs within set budgets e.g. taxi expenses, staff catering expenses.
• Payment and receiving of transactions up to authorized limits.
• Approval of staff leave.

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

• National Certificate: Accounting (Required)

go to method of application »

Job Summary

• To manage and sustain a relationship with Business Banking customers, building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
• The primary objective is to maximise sustainable risk-adjusted / EP portfolio contribution.
• The jobholder will additionally be responsible for business development both with new customers and with his/her existing portfolio.

Job Description

Key Accountabilities/Deliverables/Outcomes

Sales and Service: - Time split 70%

• Conduct annual 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.
• Determine the key messages, e.g., agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating them to customers.
• Deal with, and find resolutions for, customer complaints.
• Determine the products that are most effective in meeting customers’ needs and be able to sell these, at short notice, both reactively and proactively.
• Plan and co-ordinate any marketing approaches for new business and actively develop existing relationships. Co-ordinate approaches to the portfolio by businesses across the Group.
• Monitor and ensure adherence to risk service standards.

Business Management: - Time split 15%

• Research, create and follow up on a target list for potential new business.
• Identify priority customers using the Customer Prioritisation Guidelines to assess their present and potential contribution.
• Gather all the required information that is needed to prepare and assess credit applications.  Role holder will be expected to input certain key information such as judgmental information (They will work closely with SME Credit)
• Monitor and control the quality of the portfolio using “Condition of Sanction” triggers where possible and in accordance with RM guidelines and Bank policy.
• Manage “Early Warning List” customers to reduce risk, following H.O. and Regional guidance provided.
• Adhere to procedures and guidelines within the BB RMCD.

Staff Management: - Time split 5%

• Day-to-day support to Enterprise Bankers and branch staff in provision of consistent service quality and risk. 
• Manage own leave plan.
• Offer support as per business request.

Risk & Control Objective - Time split 10%

• “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.”

Role/person specification

Preferred Qualification

• Business Degree

Preferred Experience

• 3 years’ experience in Business related field

Knowledge and Skills

Knowledge of the bank’s products, services and policies required to undertake the role:

• The jobholder will be required to have a detailed knowledge of the core set of Business Banking products.
• For Complex products, a good knowledge will be required sufficient to: -
  • Recognize the changing needs of the customer.
  • Identify products/service that best satisfies customer need.
  • Introduce the product/service.
  • Co-ordinate the introduction of the relevant Group product specialist.
  • 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.

Must have good knowledge on: -

• Enterprise Banking,
• customer relationship management
• Team management

Behavioural Competencies

• Relationship skills
• Working with others
• Personal organization
• Managing relationships
• Analytical thinking
• Active listening
• Adaptability

Technical Competencies

• Risk skills
• General Corporate skills
• Product skills
• Presenting and communication skills
• Writing and Reporting
• Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

Additional details of exceptional aspects of the demands of the role:

• Risk assessment and management
• Presentation, influencing and negotiating
• Communication
• Required to form relationships with customers, therefore minimum tenure will be 2 years.
• The jobholder will need to be able to communicate in such a way as to ensure their ongoing     credibility when dealing with financial controllers of companies, in addition to owner-managers.
• The jobholder’s portfolio will consist of a full range of Business Banking customers, including the more challenging customers, who will often be subject to competitive approaches from other banks.
• Business development activity will be similarly demanding.

Education

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)

go to method of application »

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 high level of bank standards and management controls to achieve operational & Controls 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, 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.
• 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, Lead generation team to maximize on 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 and leading sales activations
• Establish firm relationships with 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 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 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.
• Branch must maintain the look and feel as per the 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 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 of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure that relevant approvals for all transactions are sort 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 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 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 of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure that relevant approvals for all transactions are sort 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%

• Branch must maintain the look and feel as per the 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 on response to customer queries on phone, email or by letters is strictly adhered to.
• Ensure customer data is up to date.
• Ensure branch NPS score 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 the 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

Preferred Qualification

• University degree in a relevant discipline, 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.
• 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 target 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 local area
• Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments.

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 incision 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 & Legislation; Good knowledge of International Accounting and Audit Standards, and Legislation
• Knowledge of Banking and Business Operations; Knowledge of all the Banks operations and processed 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 system 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 development of open communication. Teamwork and trust that are needed to support performance and 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 offering 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.

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:

• Empowered to make managerial decisions.
• Sign transactions within the approved limits
• Discretion on resource allocation within the branch under approved headcount for optimum productivity.
• Approval on costs within set budgets e.g. taxi expenses, staff catering expenses.
• Payment and receiving of transactions up to authorized limits.
• Approval of staff leave.

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

• National Certificate: Accounting (Required)