Job Vacancies at Absa Bank Limited

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 a high level of bank standards and management controls to achieve operational & control 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 and create ownership of the branch performance targets. Agree on 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 product development, conduct product reviews 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, and Lead generation team to maximize 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 in and leading sales activations
• Establish firm relationships with the 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 the 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 the 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 batches on the core banking system.
• The branch must maintain the look and feel as per 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 a 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 satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure that relevant approvals for all transactions are sorted 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 the 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 a 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 satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure that relevant approvals for all transactions are sorted 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% 

• The branch must maintain the look and feel as per 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 in response to customer queries by phone, email, or by letters is strictly adhered to.
• Ensure customer data is up to date.
• Ensure branch NPS scores are maintained as per the set standards.
• Coordinate 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 common goals.
• Ensure the assigned e-learning and internal training activities for self and direct reports are 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

• A university degree in a relevant discipline or relevant experience to compensate, postgraduate qualifications will be an added advantage.

Preferred Experience

• At least 5 years of Banking / Financial Services experience out of which at least 3 years in branch management with a 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 targets 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 the 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 requirements 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 processes 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 systems 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 the development of open communication. Teamwork and trust are needed to support performance and a 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 offerings 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.

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
   

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Job Summary

• Responsibility for growth in business from existing merchants and recruitment of new merchants 
• To recruit profitable new business and then to establish, manage and develop long-term, profitable relationships, ensuring the provision of first-class customer service and maximizing business opportunities to achieve key objectives and goals.
• Work internally and with external partners to drive business growth.

Job Description

Main accountabilities and approximate time split.

New Business Development: Time spilt 30%

• Identify target customers.
• Recruit new key customers at a profitable level.
• Proactively create and develop business relationships with companies.
• Prepare professional individual compelling proposals for customers.
• Build close working relationships with Absa SME, Business Banking, Corporate Business Units Relationships, and other Group/external key business influencers to create business opportunities.  Attend relevant events.
• Fully understand the workings of Absa and the pricing and risk strategy.
• New business growth programs and partnership deals.
• Responsible for developing a personal sales plan to achieve targeted objectives and goals.
• New business growth and opportunities for new partnerships that scale transaction volumes and market share.
• Independently determine, develop, and implement strategies and tactics to achieve/exceed sales targets, and combat competitive threats.
• Highly self-motivated with strong personal time management of day-to-day activities to maximize return on resources.
• Keeping fully updated on customer activities as reported in the media and via internal Group sources.
• Maintain and understand the business environment in which the customer operates.
• Constantly update knowledge on all products and services offered by Absa.

Portfolio Management: Time split 40%

• Develop and implement Merchant Portfolio intervention frameworks including Early Engagement and Continuous Customer Engagement strategy throughout the customer life cycle through data analytics and Portfolio insights.
• Manage portfolio optimization programs and relationship deepening for sustainable revenue growth.
• Optimal Portfolio pricing that is sector or industry agnostic leveraging off overall partnership relationships to drive new business, to ring-fence, and protect existing business from attrition to competition.
• Institute key product optimization initiatives to drive revenue growth such as new product CVPs, Partner campaigns, and programs that are sector agnostic to retain and grow new opportunities for card payments transactions.
• Conduct regular portfolio performance analysis and track key KPI indicators across different merchant categories.
• Profitability management on various tracking P&L variances i.e., MSC fees, interchange costs, scheme costs including revenue assurance to protect the bottom line.
• Portfolio management will involve discussions and negotiations on commercial, technical, operational marketing, and industry issues.
• Negotiate, at the board level, pricing, and contracts with strategically important customers.  Handled incorrectly could result in considerable losses to the Group in revenue and brand reputation.
• Establish, build, and maintain ongoing relationships with customers to develop and protect business income.
• Develop a deep understanding of the needs and requirements of customers’ businesses.
• Make sound commercial judgments in order to retain and fully develop a customer base.

People Management and Development; Time Split 10%

•  Manage a high-performing team with structured performance tracking on daily activity and monthly targets.
• Work closely with the Head of Card Issuing and the Issuing team to deliver exceptional business performance through the provision of Portfolio MI and analysis and business improvement initiatives.
• Share best practices with, and provide feedback to, the team members of the efficiency Team, on all business and people-related issues, climate, and local development and initiatives.
• Build effective relationships, influence, and motivate Team Leaders to ensure their wholehearted commitment to the effective application of performance management and MI policies and practices.
• Build and develop a high-performing team, through embedding performance management and coaching. Document SMART performance management plans and conduct effective reviews for team members.
• Initiate HR processes for the team when required e.g., disciplinary and capability process, leave management, learning, and development, talent identification, etc. in consultation with HR.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Service Management and Improvement; Time Split 10%

• Drive initiatives to identify and address the root causes of Absa Merchant complaints.
• Drive and implement initiatives to drive onboarding efficiency SLA and reduce the TAT for complaints.
• Ensure service uptime at merchant outlets and compliant management within SLA.
• Support the Head of Cards to ensure that monitoring tools developed are applied and effectiveness of training and other ‘people development’ activities are properly monitored.
• Tracking customer behavior and predicting signs of attrition or delinquency in merchant payments and turnover.
• Merchants' fraud risk management

Governance, Control, and Risk; Time Split 10%

• Ensure compliance with Bank controls, policy, service standards, and procedures as laid down by the bank.
• Ensure all mandatory training is completed to the deadline and understood within given timescales.
• All risk events (incidents) or control failures to be escalated, investigated, reported, and fixed at the root cause to prevent reoccurrence.
• Successful independent conformance assurance (e.g. CPA AIA, Regulatory Compliance, Management controls)

Technical skills / Competencies

• Relationship Management skills
• Proven sales abilities
• People management and leadership
• Strong Communication skills
• Interpersonal skills
• Strong Negotiation skills
• Influencing skills
• Innovation
• Planning skills
• PC skills

Knowledge, Expertise, and Experience

Essential

• Full and extensive knowledge of Absa products and services
• Working knowledge of acquiring industry dynamics, interchange, etc.
• In-depth knowledge of competitor solutions
• Knowledge of the Business-to-Business sector
• Fully aware of industry trends (in the country and overseas)
• Knowledge of Absa Group and Absa strategies both locally and overseas
• Working knowledge and practical understanding of Law legislation and regulations as they apply to the local market.
• Making environments and over long sales cycles
• Thorough knowledge of the Business-to-Business sector
• The role holder must have general knowledge of relevant Industry Regulatory standards.

Experience

Preferred

• Knowledge of relevant third-party suppliers (e.g., technology)
• Knowledge of industry-related developments
• Full and extensive knowledge of Absa acquiring solutions.
• Working general knowledge of acquiring markets, their drivers, industry dynamics, competitor solutions, interchange, and future product service deliverables
• Knowledge of Industry related technical development.
• Fully aware of Industry trends (local and overseas).
• May have experience in the Business-to-Business Financial Services Sector
• Knowledge of the Card Acquiring industry would be an advantage but not essential.

Essential

• 3 years minimum sales experience with a proven track record of achievement and high performance
• Proven success rate in negotiation in a corporate environment
• The role holder must have gained first-hand experience with customers and negotiation skills.
• The proven ability to excel in a culture of high achievement.
• Proven personal experience in achieving outstanding targets.
• Proven personal experience in managing customer situations within a complex decision.
   

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Job Summary

• Responsibility for retention of existing and growth of new customers.  Each Relationship Manager proactively manages all merchants in their area of execution. Some will cover vast areas according to merchant segmentation and will therefore need to be flexible to travel as required by the business and be able to deal with customers remotely. 
• To proactively recruit profitable new businesses and establish, manage, and develop long-term, Profitable Relationships, ensuring the provision of first-class customer service and maximizing business opportunities to achieve business objectives and goals.

Job Description

Main accountabilities and approximate time split.

Business Growth and Retention; Time split 50%

• Proactively create and develop business relationships with companies.
• Build close working relationships with other internal teams, and external key business influencers to create business opportunities.
• Identification of cross-sale opportunities and introduction of leads to other functions within Absa.
• Implement activities to deliver value-added products and services, generating increased income and revenue from existing merchants.
• Fully understand the workings of Absa, merchant pricing, and risk issues.
• Negotiate pricing and contracts with customers, engaging line managers at senior management or director level if called for towards the achievement of business objectives.
• Make sound commercial judgments in order to retain and fully develop a customer base.

Customer contact: Time split 30%

• Customer contact is at low and medium management levels and involves discussions and negotiations with customers on commercial and operational issues.
• The role holder is responsible for managing and responding to customer requirements, queries, and complaints.
• Establish, build, and maintain ongoing relationships with customers to develop and protect business income.
• Develop a deep understanding of the needs and requirements of customers’ businesses.
• Provide evidence of customer demand to influence new products /enhancements/solutions.
• Apply knowledge and skills in resolving any challenges the merchant may face when using the Point-of-Sale terminals. It is important that each Relationship manager knows PDQ functionalities and acquiring systems to be able to manage customer expectations during their visits.
• Maintain and understand the business environment in which the customer operates.
• Constantly update knowledge on all products and services offered by Absa.

Planning and Execution; Time split 15%

• Responsible for developing a personal sales plan to achieve targeted objectives and goals.
• Personal time management of day-to-day activities to maximize return on resources.
• Keeping fully updated on customer activities, challenges, and demands in line with business demands.
• Constant evaluation of portfolio to achieve profitability and culling process.
• Governance, Control, and Risk; Time split 5%
• Ensure compliance  with Bank controls, policy service standards, and procedures as laid down by the bank
• Ensure all mandatory training is completed to the deadline and understood within given timescales.
• All risk events (incidents) or control failures are to be escalated, investigated, reported, and fixed the root cause to prevent reoccurrence.
• Successful independent conformance assurance (e.g., RCA, BIA, Regulatory Compliance, PwC)

Technical skills / Competencies

• Communication skills
• Relationship Management skills
• Planning
• Interpersonal skills
• Sales skills
• Negotiation skills

Knowledge, Expertise, and Experience

Essential

• Full and extensive knowledge of Absa products and services
• Working knowledge of acquiring industry dynamics, interchange, etc.
• In-depth knowledge of competitor solutions
• Knowledge of the Business-to-Business sector
• Fully aware of industry trends (in the country and overseas)
• Knowledge of Absa Group strategies both locally and overseas
• Working knowledge and practical understanding of Law legislation and regulations as they apply to the local market.
• Knowledge of card scheme policies and acquiring systems
• Knowledge of card processing
• Satisfies the FSA criteria for an approved person, both initially and ongoing
• 3 years minimum sales experience with a proven track record of achievement and high performance
• Proven success rate in negotiation in a corporate environment

Preferred

• Knowledge of relevant third-party suppliers (e.g., technology)
• Knowledge of industry-related developments
• May have experience in the Business-to-Business Financial Services Sector
• Knowledge of the Card Acquiring industry would be an advantage but not essential.