Jobs at Absa Bank Limited

Job Summary

This role holder has responsibility for driving Efficiency, Customer Experience, Digital adoption and operational rigor within the branch. This is a strategic management role where the holder is required to identify and implement initiatives and come up with ways to monitor/measure success to ensure realization of benefits arising from operational efficiency, service and digital uptake.

Key Accountabilities (Duties & Responsibilities)

Internal Controls, Governance, Processes & Procedures -

Time split - 45%

• Achieve the set accuracy targets for all customer instructions / applications - New to Bank and existing (Accounts, Loans, Cards and Mandate changes).
• Undertake effective call backs for all KYC documentation received from customers as per the current TAT and in line with the existing standards.
• Through regular training / coaching, empower front and back office teams with the pre-requisite knowledge and skills in customer experience, and operational rigour excellence in all aspects of processes undertaken (KYC, Compliance, Product requirements, Cash management, Service etc).
• Ensure transactions are authorized within the set limits both physical and electronic as per the existing guidelines and procedure.
• Manage the processing, issuance and authorization of:-Card & Pin, Cards (Debit, Credit, and Prepaid), Mandates, dormant accounts, deceased accounts, automated account opening on BOC, iboc, SES.
• Partner/collaborate with the Branch Operations Office / Manager to drive sales and revenue growth.
• Responsible for all branch vault (LCY/FCY), ATMs, tellers, depositor machines, Mpesa, Money Transfer Services and all operations related to cash management i.e. Vault Opening, Access, Reconciliation and closing.
• Ensure keys and combination process is adhered to by all key holders (Vault, ATMs, Depositor Machines, Tellers etc).
• Responsible for managing branch cash operations processes.
• Responsible for branch cash planning to ensure adequate cash is held to meet over the counter/ATM customer needs at all times and CIT costs managed appropriately.
• Responsible for ensuring excess cash is repatriated as per existing procedure.
• Restock/load dispensing ATMs with clean cash.
• Manage sorting of cash for ATMs.
• Ensure ATMs are sufficiently stocked with customer receipts and tally rolls.
• Undertake the daily cashiers till checks.
• Perform call over of cashier¡¦s vouchers as per the existing process.
• Undertake daily reconciliation of branch cash (Vault, ATMs, iATMs, Tellers, Depositor Machines, Mpesa Till). Immediately escalate all cash issues directly to the Operations Officer/Manager in accordance with current procedures.
• Ensure timely maintenance of all Equipment/machines (ATMs, Time Locks, IDS, Note counters, fake notes validators, Swipe readers, Thermal Printers etc) within the branch to minimize downtime. Ensure that any cash received into the vault is confirmed, counted in details and all cashiers Tills are locked up in the strongroom.
• Ensure ID&V process is adhered to as per the existing guidelines.
• Undertake daily reconciliation of all accounts opened in the branch (CH126, BOC, SES).
• Ensure Scheme loan cheques are printed, securely stored, stop order instructions obtained prior to the disbursement of the funds and the S/O send to C&R.
• Monitor Rescan/RTS queue and remediate on daily basis.
• Scanning and tracking of processed customer instructions to the processing center to ensure the set TAT is met.
• Management and reconciliation of controlled stationery (Cheque BOLks, Bankers Cheques, Drafts, Cards and inventory update) to eliminate customer inconveniences and control gaps.
• Drive customer winback initiatives e.g. reactivation of inactive accounts. Ensure branch is adequately stocked with all needed stationeries to avoid customer inconveniences.
• Carry out snapchecks accurately and submit within set timeline.

Customer Experience – Time split - 25%

• Ensure implementation of agreed strategies on Digital Adoption across the various channels i.e. iATM, Mobile, Internet Banking working together with the Channels team
• Continuously identify and support development and delivery of relevant training programs for branch staff on customer experience and third-party service providers such as guards and cleaners.
• Share knowledge, experience and best practice with all staff in the branch.
• Ensure staff have required tools and resources to deliver effective customer experience.
• Ensure system access rights and recertification are strictly adhered to.
• Ensure dress code standards for frontline staff are strictly adhered to and non-compliance escalated to the Branch Manager/Operations Officer.
• Responsible for maintaining the set ATM uptime and timely resolution of any faults including escalations where possible.
• Ensure branch look and feel is adhered to including on-site ATM¡¦s.
• Responsible for E2E branch customer complaints and queries resolution as per the complaints and queries procedure.
• Act as the escalation point for unresolved complaints within the branch as may be raised from time to time.
• Identify thematic customer issues, root causes and in conjunction with the BM/BOL come up with SMART actions to address the identified issues.
• Review all customer survey reports e.g. mystery shopping, mis-selling and recommend appropriate actions to fix the issues/gaps.
• Drive the set NPS and mystery shopping targets to ensure they are met.
• Ensure counters are optimally manned and Queue is monitored to ensure seamless Customer experience.
• Monitor and support Tellers operations to ensure minimum interruption at the counters.
• Ensure customer instructions are properly monitored

Business Growth - Time split 20%

• Ensure implementation of agreed strategies on Digital Adoption across the various channels iATM, Mobile, Internet Banking working together with the Channels team
• 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.
• Partner with the branch team in supporting the branch 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
• Support sales staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing.

Capacity Building & People Management 10%

• In conjunction with the Branch Manager and operations officer, build and develop a high performing and motivated staff team in the branch by creating a conducive work environment, teamwork and effective succession opportunities to ensure maximum productivity.
• Support in resource planning 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 undertaken within set timelines.
• Management of leave

Ideal Job Competencies

Technical Competencies

• Technology Skills; Knowledge of 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 & 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 and Cognitive 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

Closing: 28 June 2022

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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

Accountability: Sales and Service:- 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.
• 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.

Accountability: Business Management:- 25%

• Research, create and follow up on a target list for potential new business.
• Identify priority customers using the Customer Prioritization 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.

Accountability: Staff Management:- 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 

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.

Technical skills / Competencies

Personal Attributes:

•  Delivering results and meeting customer expectations.                                                          
• Managing relationships                                                          
• Personal organization                                                                        
• Self development   
• Adaptability                                                                                               
• Working with others
• Decisiveness
• Active listening
• Analytical thinking
• Judgment
• Writing and Reporting

Skills required to undertake the role:

• Relationship skills
• Risk skills
• General Corporate skills
• Leadership and team skills
• Product skills
•  Presenting and Communicating information

Knowledge, Expertise and Experience

Mandatory

• Must have good knowledge on:-
• Enterprise Banking,
• customer relationship management
• Team management

Education:

• Business Degree

Closing: 28 June 2022

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Job Summary

• Drive the Key Customer Segments strategy and set strategic objectives of the Bank.
• Identify the ideal customer mix/shape to deliver the Banking strategic plan.
• Manage profit & loss KPI’s at customer level, and all critical Key Value Drivers (KVDs) associated with the segment performance including segment profitability.
• Ensure maximized penetration into the customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer.
• Track the segments’ marketing and campaign plans.
• Ensure world-class and differentiated customer experience including service processes in place for Segments.
• Monitor the delivery of action plans to drive up the Net Promoter Score (NPS) for Segments.
• Timely proposition design/development for Banking with tailored products, service, marketing and distribution elements to match the needs of the segment.
• Conduct customer behavioural analyses to understand response and purchase patterns, as well as channel preference.
• Development of customer journey maps, lifecycles/life-stages and personas for the segments.
• Conduct market research, customer research and market test experiments to ensure the delivery of world-class, customer propositions.
• Maintain up-to date market data including market share statistics for the segments and competitive positioning.
• Monitor the active customer database for banking and devise strategies to remediate this as required.
• Monitor customer churn for the segment and implement strategies to remediate this as required.
• Employ decision analytics in designing customer propositions and contact programs.
• Implement governance, risk, compliance and control in line with Absa ’ group policies.

Key accountabilities (Duties & Responsibilities) 

Proposition Development & Management; Time split 45%

• In-depth analysis of customers to understand behavioral patterns and customer insights as part of proposition development.
• Conduct customer and market research prior to proposition development, for an outside-in approach in design.
• Ensure all proposition enhancements comply with compliance and regulatory guidelines.
• Ensure process enhancements are done as part of proposition design and development.
• Support the Affluent Segments execution/business teams to ensure the embedment of new propositions and proposition enhancements.
• Ensure the active use of analytics to enrich understanding of the Segments and inform proposition design.
• Develop the ideal customer shape/mix for t Segments.
• Ensure tracking of customer level P&L in line with agreed financial targets (Income, Customer Growth, Balance Sheet and NPS).
• Ensure tracking of defined KVDs at segment level including acquisition costs management and conduct monthly reviews of the same.
• Ensure tracking of business cases for the realization of signed-off benefits.
• Ensure up-to-date market and competitor information is maintained for Affluent segments.
• Drive the development of customer journeys, lifecycles and personas for Affluent segments.
• Drive the development of customer value propositions for Affluent segments.
• Drive the development of customer campaigns to support the growth of Affluent segments.

Business Monitoring & Management; Time split 25%

• Ensure full compliance with regulatory requirements regarding delivery of compliant customer outcomes, treating customers fairly and the policies and control standards, including compliance with the requirements of the pricing framework.
• Review new areas of development and identify new promotions, products or pricing initiatives for assessment and/or implementation to drive key segment line revenues.
• Take a lead in articulating and framing the proposition to ensure it meets industry regulations and when required ensure there is appropriate substantiation
• Liaise with all stakeholders on segment positioning, functionality, performance targets and activity planned.
• Monitor performance of the segment against key measures and management on a monthly basis. Report results with recommendations about performance and actions to improve this.
• Obtain New Product Approvals for all new segments or significant enhancements and ensure TCF principles are embedded in all the product and portfolio actions taken.
• Participate and where required lead relevant consumer research groups through co-creation, stretching and building the segment solutions for customers

Stakeholder Management; Time split 25%

• Proactively drive collaboration with varied stakeholders to enrich and enhance execution of Affluent Segments’ deliverables.
• Liaise with / support and ensure timely delivery from Change, Operations & Technology teams for the development of processes, infrastructure, and IT capability to support proposition initiatives.
• Facilitate design and delivery of staff training and toolkits on customer value propositions.
• Engage with senior stakeholders across the organization to drive and manage the roadmap for the segments.
• Own and drive the Customer Segments story via effective communication with key stakeholders.

Controls: Time split 5%

• Ensure Governance, Compliance, Risk and Control are implemented and adhered to meet Group Standards by Centre. Ensure any new regulatory or Group requirements impacting on the Affluent Segments are reviewed and implemented

Role/person specification

Preferred Education

• Bachelor’s degree
• Microsoft Office Suite proficiency

Preferred Experience

• Strong stakeholder management skills
• Performance Management
• Strong negotiation, influencing, and interpersonal skills
• Excellent numerical & analytical skills will be required to obtain, prepare, assess and assimilate very complex and detailed information
• Project tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, PowerPoint expertise is a must

Knowledge and Skills

• Good understanding of Absa bank customer segmentation.
• Good understanding of products/policies/plans/objectives in order to pro-actively embrace systems/procedure changes within the function.
• Ability to analyze and interpret financial and data models.
• Will require extensive knowledge of the industry landscape, players in the market, product knowledge etc.
• Impact of short, medium and long-term plans of the business and the effects of them on other functions, in order to implement the plans in the most effective and holistic manner.
• Will be required to have an understanding of local, as well as, statutes that relate to role holders function. The most important of these will be central bank’s guidelines, Absa Group office policies and procedures. Is likely to be personally responsible for compliance within function.
• Good knowledge of IT and telephony systems.
• A good understanding of the other banking areas such as liability and assets businesses.
• Management experience in a multi-cultural environment.

Closing: 27 June 2022