Main accountabilities and approximate time split
Sales and Service: Time split 70%
- Conduct an 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 practices/ideas.
- Determine the key messages, e.g. agreed-on 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 coordinate any marketing approaches for new business and actively develop existing relationships. Coordinate approaches to the portfolio by businesses across the Group.
- Monitor and ensure adherence to risk service standards.
- Conduct an 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 practices/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 coordinate any marketing approaches for new business and actively develop existing relationships. Coordinate approaches to the portfolio by businesses across the Group.
- Monitor and ensure adherence to risk service standards.
Business Management: Time split 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 contributions.
- Gather all the required information that is needed to prepare and assess credit applications. The role holders 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 the provision of consistent service quality and risk.
- Manage your 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.”
Role/person specification
Qualification
Education: Business Degree
Preferred Experience
- Knowledge of the bank’s products, services, and policies required to undertake the role:
- The job holder 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.
- Coordinate 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 job holder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.
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Key accountabilities/Deliverables/Outcomes
Business Growth - 60%
- Understand and implement Islamic Banking 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 Islamic Banking products that could satisfy customer needs.
- Manage portfolio risks in line with banks portfolio appetite.
- Collaborate in the development and implementation of Islamic Banking sales initiatives with other business functions i.e. Direct sales team, Asset Finance, CIB, Bancassurance to maximize on cross-selling and better customer profiling opportunities.
- In conjunction with the branch manager, Industry heads, products, conduct product review 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 in the development of Islamic Banking branch sales strategy.
- Plan and co-ordinate 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 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.
- Ensure excellent customer experience at all times
- 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 of 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 branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
Internal Controls& Risk Management- 10%
- Ensure that the Absa bank’s policies and procedures are always adhered to when handling different products.
- Ensure adherence to all KYC & AML Processes with regards to 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 snapchecks as assigned by the assistant branch manager.
- Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
- Accurate customer information is captured in the core banking system.
Customer Experience-20%
- Ensure excellent customer experience is always maintained.
- Ensure set TAT in account onboarding and loan processing 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 always up to date
- Ensure branch NPS score 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-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 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 from a recognized university
Experience.
- Experience in Islamic banking
- Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.
Knowledge and Skills.
- Detailed knowledge of Absa Retail & business banking products strategy
- Detailed knowledge of Muslim banking culture
- Knowledge of the Islamic Banks competitor landscape & processes
- Understanding of Shariah Law, Shariah Board and Shariah Audits
- Knowledge of Islamic Financial instruments.
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