Jobs at Absa Bank Limited

• The role holder is responsible for provision of specialist advise and support related to the administration and assistance of Employee Relations related activities, and effective operational service covering the entire Employee Relations agenda.

Main accountabilities and approximate time split;

Disciplinary process, Grievance Handling, and Capability Management - 50%

• The role holder will be involved in maintaining a progressive Disciplinary, Capability and Grievance policy and standards.
• Provide Secretariat in Disciplinary and Grievance (DC&G) hearings as a minute-taker.
• Keep track of documentation for all DC&G cases using ER Navigator.
• Performance Management i.e., tracking and reviewing the Back on Track Plans (Performance Improvement Plans) coordinating capability hearings and supporting managers in managing poor performance.
• Communicate routine disciplinary decisions to line managers and ensure proper and timely implementation of actions.
• Maintain an up-to date Case log of all Disciplinary and Grievance cases and circulate these to the Head of Employee Relations (ER) & Wellness and Business Partners (BPs') on monthly basis for review.
• Prepare letters to assist Line Managers implement DC&G outcomes.
• Investigate and respond to all queries raised by the Union, People Business Partners or Line Managers on staff discipline matters.
• Liaise with line managers to ensure consistency of disciplinary procedures in the workplace.
• Working together with the Head of ER & Wellness, update DC&G procedure manual as and when changes occur.
• Supporting wide scale business changes, with a minimum degree of risk for the Group.
• Supporting the business to comply with Labour Laws.

Employee Relations Operational Service - 20%

• Respond to routine correspondence from internal / external customers relating to Employee Relations including Certificates of Service, Recommendation Letters, Early Retirements etc.
• Deal with and respond to queries/complaints from staff regarding specific ER matters.

Employee Relations Administrative Support - 30%

• Responsible for overall ER administration.
• Maintain up to date records of DC&G cases.
• Convene JWC (Joint Workers Committee) meetings.
• Convene and record minutes of all Joint Works Council meetings and distribute to all participants in timely manner.
• Co-ordinate in liaison with bank advocates, all litigation cases ex-staff, maintaining up to date Case Log.
• Day to day liaison with external and internal customers e.g., Lawyers, Unions, etc.
• Maintain up to date records e.g., updating physical/electronic registers and filing.
• Update staff records and any relevant database.
• Ensure prompt updating of relevant HR Information systems.
• Administrator to the Outsurance Scheme – Processing claims, refunds and providing reports.
• HR Representative at the bank’s Occupational Health and Safety committee (meet quarterly as per OSHA requirements).

Technical skills / Competencies

• Business Awareness.
• Stakeholder management.
• Delivering Results.
• Performance driven.
• Customer awareness.
• Collaborative team player.
• Critical thinker.
• Adaptable to responding to changing business priorities & responsibilities.
• Problem solving skills – ability to think outside the box.
• Negotiation and influencing skills.
• Presentation and facilitation skills.
• Interpersonal skills.

Specialist knowledge required to undertake the role

• A good understanding of the HR Policies, HR Services and Procedures.
• Report preparation skills.
• Analytical skills and ability to develop insights.
• Proficiency in Excel and MS Office Applications.
• Good all-round knowledge of Labour/Employment law and its practical application.
• An appreciation of the internal and external industrial environment.
• A good awareness of Disciplinary and Grievance procedures.
• Stakeholder engagement.
• Strong communication skills.
• Appreciation of the impact of HR policy on the ER climate and a good understanding of ER issues, legislative agenda and current affairs.

Knowledge, Expertise and Experience

Qualifications:

• A degree in HR or related field.
• CHRP certification (or ongoing).
• IHRM membership.

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Job purpose:

• Assist in the development, implementation and tracking of corporate strategy.
• Responsible for analyzing and evaluating the bank's current strategic initiatives and identifying opportunities for improvement.
• Conducting market research, analyzing industry trends, and evaluating the competitive landscape to help inform the development of new strategic plans.

Key Accountabilities

Market Research and Analysis

• Conduct comprehensive research on the banking industry, including market trends, customer behaviors, and emerging technologies.
• Analyze competitive strategies, market positioning, and performance benchmarks to identify growth opportunities and potential risks.
• Generate reports and insights that help in shaping the bank's strategic direction and response to changing market dynamics.
• Monitor and analyze regulatory changes, compliance requirements, and government policies affecting the banking industry.
• Monitor global economic trends, interest rates, inflation, and other ma Utilize advanced data analytics tools to process and analyze large datasets for deriving meaningful insights, macroeconomic factors that influence the banking industry.

Strategic Planning and Development

• Assist in formulating the bank's strategic goals and objectives by providing data-driven insights.
• Collaborate with strategy teams to develop, refine, and operationalize strategic initiatives in line with organizational goals.
• Evaluate the feasibility and potential impact of proposed strategies, ensuring alignment with the bank's vision and mission.

Financial Modeling and Performance Evaluation

• Create financial models to evaluate the financial impact of different strategic options, including revenue projections, cost analysis, and investment appraisals.
• Monitor the performance of strategic initiatives, track key performance indicators (KPIs), and recommend adjustments to optimize outcomes and achieve set targets.
• Provide financial insights to support resource allocation and budgeting processes aligned with strategic goals.

Stakeholder Engagement and Communication

• Engage with internal stakeholders, including executive leadership and department heads, to gather inputs and perspectives that inform strategic planning.
• Communicate and present strategic recommendations to various stakeholders, ensuring a clear understanding of the rationale and expected outcomes.
• Represent the bank in industry forums and networking events, fostering partnerships and keeping abreast of industry developments.

Qualification & experience

• A Business-related Degree from a recognized university.
• Exposure to Corporate business and strong relationship management skills

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Key Accountabilities:

Business Management – 40%

• Meet the minimum productivity requirements for calls, promise to pay (PTP) and kept promises (KPs) daily to ensure optimization of the collections function and achievement of the monthly targets for the collection agent
• Use the appropriate collection scripts and other tools available to verify client identity and negotiate with customers to obtain a promise to pay (PTP) or to negotiate the repayment terms which will achieve the best outcome for both the bank and the customer
• Monitor all accounts allocated daily and take appropriate action to ensure that the portfolio of accounts stay within agreed limits through the application of sound credit judgement within pre-determined broad policy guidelines
• Recommend accounts within own portfolio that meet agreed criteria for forbearance (which do not involve giving out more money) within pre-determined parameters and guidelines
• Undertake all forms of communication with the customer that are necessary to ensure that the accounts operate well or that subsequent action on the account, if required, is not unduly delayed
• Adopt collections targets monthly in line with portfolio and product targets as communicated by the MI team via the team leader
• If no solution can be negotiated, calls must be escalated to the team leader for assistance
• Update the appropriate system upon completion of the negotiation with the customer to indicate the agreement reached with the customer in terms of the collections option that will be implemented

Customer Obsession – 30%

• Refer all customer complaints to the Customer Service team for logging on BOC. As the first point of contact wherever possible, resolve and close the complaint; escalate to the team leader to support in resolving the complaint if unable to resolve
• Ensure customer obsession is achieved and the retention of the customer is maintained by being professional in all instances
• Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the bank
• Application of world class customer service standards always while handling customer’s issues, walk in customers and customer correspondences assigned on collection related matters

Teamwork – 10%

• Constant liaison with the business network to undertake appropriate measures on allocated collections portfolio to offer alternative solutions for customers.
• Teamwork to formulate and execute innovative and creative strategies aimed at achieving stretch collection targets.
• Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
• Ensure individual performance objectives and measures are agreed with line manager.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Controls – 30%

• Adherence to service level agreements on any duties assigned.
• Adherence to banking policies and procedures.
• Delivering collection control requirements in a robust and rigorous control environment.
• Efficiently maintaining an accurate diary of collection actions undertaken on own portfolio on debt management systems with timely follow-up of due actions.
• Delivering operational excellence in achieving quality, cost, and service standards on assigned work.

Technical Skills

• Analytical and numerical skills
• Communication skills (written and verbal)
• Inter-personal skills
• Negotiation and Influencing skills
• Spreadsheets/Database Skills
• Planning and personal organization
• Quality Conscious
• Problem solving skills
• Service excellence
• Operational excellence
• Customer handing techniques

Knowledge, Expertise & Experience

Essential

• University degree or equivalent professional qualification
• Prior experience of dealing with customers
• High degree of interpersonal skills when dealing with a range of people and situations.
• Good knowledge of the general canons of good lending and credit risk assessment
• Good computer skills and ability to learn new software/applications quickly
• Effective communication
• Some knowledge of the Bank’s lending principles, policies, and procedures
• Some knowledge of the Bank’s general credit policies and Retail Products
• Prior experience in a lending environment