Job Openings at Absa Group

Job Description

Main Accountabilities

Sales and Service

• Grow own and sub-team’s portfolio profitability by identifying new and existing customer potential including sales opportunities and new product promotion initiatives.
• Formulate SME business development strategies and objectives to meet changing market needs.
• Create relationships with SME Relationship Managers/SME Bankers/Universal Bankers in assigned branches to ensure that any customer needs and service issues are communicated and followed up on timeously.
• Increase product penetration for existing customer base by reviewing own and team’s portfolio to determine potential cross sells and proactively recommend new products to customers.
• Conduct regular face-to-face customer visits and arrange focused social events and individual entertainment.
• Initiate credit applications for new and existing customers by completing the documentation with customers, completing the required financial analysis and submitting applications to SME credit for approval.
• Conduct risk analysis on the customer base including financial statements and their current portfolio held with Barclays. Submit proposals to SME Credit Risk for new loan applications including motivating interest rates based on the risk profile at the time.
• Collect securities documentation from customers ensuring that the securities meet Barclays standards and any specific requirements depending on the facilities offered to the customer. Check all such documentation before submitting to the back office.
• Proactively research competitive threats/opportunities within the cluster’s market and geographical area.
• Communicate all key messages to customers including agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changes.
• Keep customers advised on the expected ‘delivery date’ for product/credit applications.
• In conjunction with the SME Head, organize SME meetings / conferences aimed at exploring ways of raising our game to beat competition.
• Champion the culture of change needed to reinforce consistent sales and service performance
• Establish and maintain excellent working relationships with key stakeholders and colleagues in own and other functions to deliver first class sales and service to customers.
• Recruit customers into the Business Club and manage the Business Club relationship once they become members. This includes following up on outstanding club fees, providing input to seminars and trips arranged for customers, and ensuring a high level of customer retention in the club.
• Onboard Relationship Managed clients for assigned cluster
• Conduct exit interviews for customers exiting the Business Club to determine the reasons for departure and feed these back to the Head of SME Banking.
• Update the customer database with customer demographics.

People Management

• Lead the SME Relationship Managers in the cluster using a team based management approach.
• Coach team members on relationship development, service quality and risk.
• Support team members to identify their strengths and weaknesses in their own skills and support development of personal development plans
• Agree PM objectives and assess performance of SME Relationship Managers against agreed PM objectives.
• Build and develop a high performing team through embedding performance development and coaching.
• Regularly review patterns of staff performance based on the sales dashboard and balanced scorecard statistics
• Sign off leave requests received from the team members.
• Initiate discipline charges for the team as and when required, following the laid down Disciplinary, Capability & Grievance processes discipline process on advise from HR. Also acts as first level escalation point for grievance
• Act as the escalation point for their unresolved queries and complaints on SME received from the entire cluster.
• Motivate staff to deliver, and ensure they are recognized through recognition schemes.

Business Management

• Work with the cluster team to achieve sales targets in the cluster/region through business development activities. Ensure a proper sales discipline is in place i.e. each SME RM/Banker submits weekly sales plans, and reports on realization of the same.
• Agree sales and services targets for the team against key financial, sales, service and operational targets.
• Through regular client surveys (formally and informally) identify any broader issues in the customer base around pricing, product promotions and product features. Feed any identified trends back to the Head of SME Banking for further follow-up.
• On a regular basis, interface with product specialists, in particular the Vehicle and Asset Finance team, to ensure that product knowledge is kept up to date and that all opportunities are followed up.
• Disseminate SME policy, product, service quality and marketing information to branches in the allocated area and educate SME Relationship Managers/Branch Managers/SME Bankers/Universal Bankers in the cluster on SME campaigns and SME products.
• Together with SME Credit, conduct annual reviews of existing facilities to check utilization and the continued health of the cluster SME portfolio.
• Monitor conformance of team using new relationship development procedures.
• Review excess reports and approve excesses within assigned limits.
• Champion, manage and monitor implementation of change programmes/initiatives impacting the cluster team
• Consult customer owners/managers on financial/credit issues and general business practice/ideas.
• Develop Customer Relationship Plans for selected customers in portfolio across the sub-team and provide a quality assurance role.
• Assess quality of credit applications from the cluster through sampling credit applications

Technical Skills/Competencies

• Commercial awareness and customer focus
• Proven sales ability
• Well-developed Credit Risk Skills
• Relationship Management & Networking Skills
• Strong negotiation and influencing skills
• Excellent communication skills – written, oral and presentation skills
• Time management skills
• Leadership and Team skills
• Strong planning & organization skills
• Good PC skills
• Well-developed numeracy & analytical skills
• Networking
• Proven team working skills
• Training/coaching skills
• Excellent listening skills

Knowledge and Expertise

Essential

• Good working knowledge of core SME products and services, including Lending, Liability, Trade, money transmission, Electronic Banking and Custody products and services.
• Detailed knowledge of the bank’s sales, credit assessment, account opening and other processes.
• Detailed understanding of people policies and procedures
• Awareness and understanding of Barclays products & services to generate leads
• Knowledge and understanding of relevant banking compliance requirements and relevant legislation e.g. KYC, Anti-Money laundering, banking code, service standards, health & safety standards etc.
• A sound knowledge of the bank's internal departments, systems & procedures.
• Detailed knowledge and understanding of wider Bank issues and policies, particularly those relating to business customers.
• A detailed understanding of Country and CBRM guidelines and credit risk policies.

Experience, qualifications and other requirements specific to the role

Essential

• Minimum 3 years in SME sales management experience in a bank with good appreciation of Barclays’ business culture, objectives, products and services.
• Proven track record in SME sales, SME credit risk relationship and portfolio management
• Role holder will be required to be able to travel to visit branches within their assigned region on a regular basis to support
• Up to date knowledge of competitor and market activity in local area
• Graduate or relevant experience to compensate.

Preferred

• High attention to detail & high sense of urgency.
• The need to be flexible and adaptable in order to meet the challenging demands of the job.
• Ability to work under pressure to very tight timescales whilst producing output of the highest quality.
• Ability to deal with and relate well with staff of all levels.
• High focus on internal customer service excellence.

Education

Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)

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Job Description

Main Accountabilities

Sales and Service

• 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

• 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.

Staff Management

• 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.

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 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.

Knowledge, Expertise and Experience:

Mandatory

• Must have good knowledge on Enterprise Banking, Customer Relationship Management, Team Management

Education:

• Business Degree

Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

• Risk assessment and management
• Presentation, influencing and negotiating
• Communication

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

• Required to form relationships with customers, therefore minimum tenure will be 2 years.
• The jobholder will need to be able to communicate in such as 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)

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Job Summary

Delight the customer by offering a professional, caring, consistent and outstanding level of customer service and grow and sustain the business within the branch/community I serve. Confidently make self-initiated contact with customers across all our segments, deepening relationships with customers by keeping in regular contact to help anticipate and plan for all their needs.The role holder will be required to work flexibly across a variety of different activities (Enquiries - 20%, Solutions - 80%).

Job Description

Accountabilities

Sales and Service:

• Have an understanding of all Retail and Business Banking products that could satisfy customer requirements.
• 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.
• Conduct review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
• Actively seek to grow own portfolio and cross sell to ensure delivery of set Targets.
• 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.
• Monitor and ensure adherence to risk service standards.
• Ensure customers receive exceptional service by identifying and meeting their needs through the provision of a range of products and services.
• Have the ability through cross-sell to provide a full value-added offering to customers utilizing multiple channels, including digital.
• Based on leads referred from within the branch and other sources such as listings, contact potential new customers and offer them packaged financial solutions based on an assessment of their needs.
• Provide effective banking hall management, orchestrate the team and support colleagues to work collaboratively and be empowered to consistently deliver high standards of customer service
• Attempt to resolve customers' enquiries at first point of contact.
• Act as the go-to resource for any complex queries and coach junior Bankers through complex tasks
• Actively drive service excellence by means of adhering to the Service Standards.
• Analyze sales achieved against targets agreed on a daily basis for new and existing clients.
• Include action plans to address any shortfalls in sales.
• Keep up to date on trends in the economy, the local market and social media to utilize this knowledge to educate customers.
• Operationalize campaigns as required with the Branch Manager.
• Have an in-depth understanding of the branches’ cash management policies, processes and procedures to provide cover for cash activities on a needs basis   Maintain counter performance statistics for management information usage
• Identify and evaluate continuous improvements to the counter and banking hall functions
• Achieve individual customer sales and service targets and support the achievement of team targets by working within relevant service level agreements  
• Action any complaints received in accordance with procedures and SLA’s.
• Should only advise the customer to fund the account.
• 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 reopening a similar account.
• For any re-streaming of accounts, refer to Loan Processing and Account Monitoring Procedures Manual. 

Business Management:

• 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.
• 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. 

Operational Rigour and Compliance  

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role
• Ensure accuracy of each new account application, loan document, Barclaycard application and bank account mandate change. UB’s will be held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to the Branch Manager.
• Comply with all general Barclays operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
• On occasion, assist the Branch Management to open and close Customer Service Advisor tills at the beginning and end of each day.
• Conduct snap checks as allocated by the Branch Operations Officer. 

Team work and Branch Support 

• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Work with the Universal Bankers in the Branch to ensure the achievement of Sales and Service targets.
• Understand the activities of Universal Bankers and assist in providing opportunities to improve performance of the overall branch
• Provide cover for Branch Manager as required.
• Lead the adoption and implementation of change initiatives.
• Participate in local events to support local needs, develop individual and team skills and raise the Barclays profile in the local community.
• Responsible for the reviewing and resolving of all branch complaints and escalating to the Complaints Champion in line with agreed procedures. 

 
Technical skills / Competencies 
Personal Attributes:

• Meeting customers needs                  
• Managing relationships      
• Personal organization                      
• Self development        
• Adaptability      
• Working with others
• Decisiveness
• Active listening
• Analytical thinking
• Judgment
• Entrepreneurial mindset

Skills required to undertake the role:

• Relationship skills
• Risk skills
• General Corporate skills
• Leadership and team skills
• Product skills
• Communication 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. 

 
Knowledge, Expertise and Experience

Education

• Business degree preferred 

 
Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

• Risk assessment and management
• Presentation, influencing and negotiating
• Communication 

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

• Required to form relationships with customers, therefore minimum tenure will be 2 years.
• The jobholder will need to be able to communicate in such as 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

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

go to method of application »

Job Summary

Job Description

Main Accountabilities

Accountability: Sales and Revenue Growth: -

Accountability: Customer Service and Relationship Management

Accountability Risk, Control & Compliance

Accountability: Team work and Branch Support

Technical skills / Competencies

Personal Attributes:

Education

Business degree preferred

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:

• Grow Debt revenue in line with targets set by the business as communicated from time to time.
• Have an understanding of all Retail and Business Banking products that satisfy customer requirements.
• NTB customers ; annualised income Kes 500k per customers.
• Plan and co-ordinate any marketing approaches for new business and actively develop pipelines for new and existing SME relationships. Co-ordinate approaches to the portfolio by businesses across the Group.
• Conduct review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
• Actively seek to grow own portfolio and cross sell to ensure delivery of set Targets.
• 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.
• Determine the products that are most effective in meeting customers needs and be able to sell these, at short notice, both reactively and proactively.
• Ensure customers receive exceptional relationship management by identifying and meeting their needs through the provision of a range of products and services.
• Have the ability through cross-sell to provide a full value-added offering to customers utilising multiple channels, including digital.
• Based on leads referred from within the branch and other sources such as listings, contact potential new customers and offer them packaged financial solutions based on an assessment of their needs.
• Act as the go-to resource for any queries eg balance checks, solutioning. Have strategic action plans for customers contributing 80% of the portfolio revenues & action plans to address any shortfalls in sales.
• Ensure strategic visits for all top 10 clients in own portfolio (visit to include BBD/& HOSME,RM, treasury, product, credit and any other partners across the bank e.g. Bancassurance, Workplace banking teams)
• Keep up to date on trends in the economy, the local market and social media to utilise this knowledge to educate customers.
• Operationalise SME campaigns as required with the Branch Manager.
• 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.
• Manage "Early Warning List" customers to reduce risk, following H.O. and Regional guidance provided.
• Account plans for top 15 names in portfolio. A/c plans must be aligned and signed off by Head of SME, Product Partners and Credit.
• Adhere to procedures and guidelines within the BB RMCD.
• Managed client queries as per set SLA
• Positive NPS Score
• 3 Client calls recorderd on Salesforce for each customer in portfolio per annum.
• Ensure strategic visits for all top 10 clients in own portfolio (visit to include BBD/& or Industry Head,RM, treasury, product, credit and any other partners across the bank e.g. Bancassurance, Workplace banking teams)
• CCRS SLA 3 days for urgent new business, 5 days for normal cases. NBC papers 2 days.
• Quick responses to NBC/ CCRS queries - 48 hours - where material client input is not required.
• Deal with, and find resolutions for, customer complaints.
• Attempt to resolve customers' enquiries at first point of contact.
• Actively drive service excellence by means of adhering to the Service Standards.
• Action any complaints received in accordance with procedures and SLA’s.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the end to end account opening ensuring new accounts are authorized and KYC compliant with 85% accuracy. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to the Branch Manager.
• Comply with all general Barclays operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
• On occasion, assist the Branch Management to open and close Customer Service Advisor tills at the beginning and end of each day.
• Conduct snap checks as allocated by the Branch Operations Officer.
• RFI (room for improvement ) on not more than 30% of applications
• Overdues below 5% (Annual reviews, High risk reviews, Markforward,monitoring information, insurances, land rent and rates, valuations)
• Below 15% of the portfolio (excess accounts)
• 100% attendance of credit meetings I.e. EWL and RCCC(if your account is listed)
• 100% completion within agreed time frame
• Monitor and ensure adherence to risk service standards.
• Monitor and control the quality of the portfolio using "Condition of Sanction" triggers where possible and in accordance with RM guidelines and Bank policy.
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Work with the Universal Bankers in the Branch to ensure seamless achievement of Sales and Service targets.
• Provide cover for Branch Manager/other branch roles as required.
• Lead & support the adoption and implementation of change initiatives.
• Participate in local events to support local needs, develop individual and team skills and raise the Barclays profile in the local community.
• Delivering and meeting customers needs
• Managing relationships
• Personal organization
• Planning and organizing
• Adaptability
• Working with others
• Decisiveness and initiating action
• Active listening
• Analytical thinking
• Judgment
• Entrepreneurial and commercial thinking
• 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 as 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

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

go to method of application »

Bring your possibility to life! Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To plan, manage and monitor the implementation of underwriting activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

Specialist operations support: Provide administrative and junior underwriting specialist operations support and advice against standard operating procedures | Ad Hoc duties: Provide support to customers and team as required to ensure team performance on an ongoing basis | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards.

Education

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