Jobs at Absa Bank Limited

Job Summary

To build and develop a high-performing team through embedding performance development and coaching. Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed sales targets.

Job Description

SUPERVISION OF LEAD GENERATORS                                        

• Act as enabler to the Lead Generators under supervision by providing them with the tools and information to optimize sales
• Through delegation to the Lead Generators, achieve set annual sales targets.  Monitor the performance of the Lead Generators on a daily, weekly, quarterly and annual basis and provide coaching and feedback on how to improve performance
• Agree individual targets with the team members for products, assets, liabilities and campaigns.
• Manage daily attendance levels within the team in compliance with the relevant HR policies, including the management and approval of leave within the team.
• On a daily basis, monitor the movement of the Lead Generators to ensure that planned meetings or activities are being carried out in the field
• Motivate staff and ensure they are recognized through the Absa Bank PLC recognition schemes
• Identify training needs of the team and arrange for these needs to be met through on-the-job coaching and formal training
• Communicate a summary of the training needs to the Regional Sales Managers at least annually.  Ensure that the planned learning interventions take place particularly for compulsory training
• Sit for Lead Generator interviews based on shortlist provided by Regional Sales Managers, HR and Resource Coordinator. 
• Induct new Lead Generators and ensure that they participate in formal induction as well as the compulsory compliance training courses
• Sit for disciplinary hearings for misconduct or incapacity charges together with HR
• Ensure that Lead Generators understand the compensation plans in place.

SUPERVISION OF SALES ACTIVITIES                                                 

• Supervise product promotion campaign aspects by distributing material to Lead Generators.  Cascade key messages, including training for products to staff members, including training on new application forms
• Monitor sales performance on a daily, weekly and monthly basis and provide results to the Regional Sales Managers

BUSINESS EXPANSION                                                                              

• Work with Regional Sales Managers to unlock sales in companies through sales activations and financial trainings
• Work with the sales teams and Regional Sales Managers to bring leads on new company sign ups

OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS                          

“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa 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 all other customer documents. Lead Generators are 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.
• Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
• Effective leave management of LGs in the team to manage branch costs
• Effective management of reporting of LGs and prompt notification of any unexplained absences
• Effective exit management
• Effective management of performance records and use of LG Management tools to monitor performance and sales activities

CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM                            

• Share knowledge and experience with other Sales Managers in the team.
• Provider cover for other Sales Managers in case of excessive workload or absence.
• Share knowledge and experience and best practice with team members, Lead Generators and the broader business
• Deputize for the Regional Sales Manager when required.

PERSONAL DEVELOPMENT                                                                      

• Agree annual performance objectives with the Regional Sales Manager, including specific sales targets. Pursue continued improvement in personal development by participating in development programs and training.

Preferred Education

• First degree or diploma or relevant experience in a front-line banking sales/marketing/service environment
• Competitor product sales experience

Preferred Experience

• Knowledge of the Bank’s products, services and policies including standard tariffs.
• A good understanding of overall Retail goals & objectives, including the outlet’s objectives growth of sales, cost control and income contribution.
• A thorough understanding of the sales process and the use of LG Management Tools
• A working knowledge of the procedure manuals
• A good working knowledge and understanding of relevant of legislation e.g KYC , Anti-Money laundering, banking code, service standards, health & safety standards etc.
• A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigour requirements.
• Preferred
• A sound working knowledge of competitor products and services

Closing date; 14 June 2022

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Job Summary

To design build and implement digital customer tools based on stakeholder insights to make it easy and convenient for customers to do business.

Overall Job Purpose

• Drive the Business Customer Experience Insights strategy for Business & Corporate functions and set strategic objectives for each key insight category to drive improved customer experience across our customer segments.
• Identify key customer experience measures to track to transform customer experience.
• Monitor critical Key Value Drivers (KVDs) related to customer experience.
• Drive cross-functional engagement to ensure customer centricity is employed in the implementation, review and day-to-day delivery of customer solutions, informed by customer insights.
• Work with Segment Managers to map out customer life-cycles and journey maps, to understand key pain points impacting customers and areas of improvement. 
• Re-design customer journeys to eliminate gaps, bottlenecks, wasted efforts and improve customer experience.
• Maintain up-to-date local and global market and industry data on customer experience, to aid in advising the business on best processes for adoption.
• Adapt to market conditions and changes; be innovative, efficient, customer centric and be profitable.
• Implement governance, risk, compliance and control in line with Absa’ group policies.

Main accountabilities and approximate time split

Voice of the customer Review & Management - 50%

• Drive the radical focus on service delivery across all the customer touch points using data from customer surveys and inhouse complaints.
• Track customer experience and satisfaction scores and initiate improvement actions with the relevant business units.
• Working with technology, identify opportunities for the implementation of new technologies to enhance constant collection of customer feedback.
• Work in collaboration with key stakeholders including Segment Managers to drive the development of customer journeys and lifecycles for each customer segment, towards improving our customer relationships and building customer loyalty.
• Work in collaboration with key stakeholders to ensure clear follow up of customer complaints raised in surveys and feedback.
• Design on-going customer feedback mechanisms to ensure a continuous improvement feedback approach.
• Ensure up-to-date local and global market and industry data on customer experience is maintained, to aid in advising the business on best practices for adoption. What is the marketplace and competition up to?
• Monitor Market and Customer Trends and identify opportunities for inclusion and capture of the voice of the customer insights.
• Spend enough time with the frontline colleagues, customers and the marketplace, to understand customer needs, pain-points and emerging market trends.  

Stakeholder Engagement and Management – 30%

• Proactively drive collaboration with varied stakeholders (BU/Functional/External) to enrich and enhance execution of deliverables.
• Liaise and ensure timely delivery from Change, Operations & Technology teams for development or review of processes.
• Liaise with Segment Managers to ensure customer journey map (CJM) reviews and management is embedded as part of each segment’s story.

Customer Experience Management – 20%

• Drive the enhancement of customer on-boarding experiences across the business.
• Drive the enhancement of customer attrition management across the business.
• Liaise / work with the Change, Operations and Teams to identify opportunities for the implementation of Service Guarantees.
• Ensure that the service guarantees align with the customer requirements and business objectives (optimize productivity).

Technical skills / Competencies

• Strong people management and leadership skills
• Strong stakeholder management skills
• Strong negotiation, influencing and interpersonal skills
• Project/ Process tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, Power Point expertise is a must

Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

• Good understanding of Absa bank customer segmentation.
• Good understanding of Absa bank processes.
• Good understanding of products/policies/plans/objectives in order to pro-actively embrace systems/procedure changes within the function.
• Ability to analyse and interpret customer and market trends.
• Will require extensive knowledge of the industry landscape, players in the market, product knowledge, technology advancement etc.
• 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 Bank operating standards, branch operations.

Closing date; 13 June 2022