Fresh Job at Absa Bank Limited

Job Summary

• Providing strategic direction in driving and ensuring implementation of Collection and Recoveries strategies and other related strategies
• Initiatives leading to cost reduction and efficient processes
• Team capacity reviews and embedding the people agenda
• Managing key stakeholders
• Ensuring conformance adherence to regulatory requirements and internal bank policies and standards.
• Vendor management

Job Description

Key Accountabilities

Business Management

• Ensure all secured recoveries strategies including outsource, rehabilitation and repossession are duly actioned within stipulated timelines and in line with strategy
• Monitor the financial performance of the team regards to the set targets.
• Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team.
• Assist the team with the financial performance of the team members in terms of targets that are set.
• 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.
• Share best practice with and provide feedback to the team with a view to continuously improve the performance standards.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.
• Ensure collection of access cards from employees leaving the department and send instructions to IT and HR to remove their systems access.
• Participate in local events to support local needs, develop individual and team skills and raise the profile in the local community

People Management

• Lead the team to ensure effective management of collections
• Ensure that operational targets including prioritisation of work schedules are achieved.
• Identify the need for additional resources including people, budget, and equipment
• Ensure that business unit’s strategy is implemented through the team members.
• Develop and monitor the achievement of performance objectives in the team
• Ensure compliance to policies, legislation and regulations and that staff compliance training and attestations are in place
• Encourage frequent knowledge sharing between team members
• Identify developmental needs with the team and propose required training plans to satisfy those needs.
• Develop a succession plan for the team.
• Monitor leave plans to ensure adequate coverage
• Monitor overtime and ensure that is kept to a minimum
• Address poor performance of any team member through the formal Performance accelerator programme
• Create an enabling work environment for the team.
• Ensure that the required training is completed within prescribed timelines.
• Ensure shifts have sufficient capacity and escalate where concerns are noted

Operations Management

• Monitoring of productivity dashboards to ensure key metrics are met and manage any poor performance
• Recommend restructures for clients according to set parameters.
• Ensure that customer complaints processes are timeously and appropriately actioned by officers / agents accordingly within 48-hour SLA agreement
• Assist the team with complicated queries 
• Implement, monitor and track the proposed Collections strategy
• Ensure the Collections business rules are aligned to the policies and procedures e.g., Dress code, Telephone Abuse Policy
• Ensure satisfactory service delivery.

Business Management

• Ensure that adequate controls are in place and regulatory requirements adhered to.
• Ensure all control and audit issues are addressed in good time.
• Ensure that all information required by the auditors is provided timeously.
• Ensure that all risk and loss events because of error or fraud highlighted in the department are logged and thoroughly investigated and closed or escalated as per policy.
• Ensure that the team understands all compliance requirements and highlight gaps to the manager (i.e., SOX Compliance, ACM, TCF, House rules, etc).
• Ensure that team members participate in BCM tests at the required intervals and document test results.
• Identify and develop Detailed Risk and Control Assessments (RCA’s) for the team and updated at the required intervals (normally quarterly).
• Ensure that team members understand the control requirements related to physical and systems access control and information security requirements
• Develop action plans to effectively reduce and manage risk issues
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and Internal Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role

 Customer Service

• Experience a consistently high standard of well-integrated customer service through reducing action line complaints.
• Ensure customer orientation and focus across the business unit by continuously communicating the message of customer and contracting the delivery of training and other interventions on a frequent basis.
• Identify and execute initiatives to exceed needs and expectations of customers and contract the delivery of targeted interventions within the contact centre and the late-stage department

Qualifications

• University degree or equivalent professional qualification
• Awareness of Group Credit Policies, Collection & Recoveries Policy and strategy
• A good understanding of the banking policies, principles and procedures
• Ability to work under great pressure to meet strict deadlines
• A good understanding of workflow management
• Understanding of the Retail, Service Delivery and Business banking proposition
• A general knowledge of Kenyan law specifically impacting banking and employee management e.g. Data protection laws, Consumer Credit legislation, International Credit policy/standards, Guide to management of risk and personnel &training requirements policy,
• Understanding of banking IT systems and telephony systems affecting the work area.
• Knowledge of the Bank’s bookkeeping procedures and systems.
• General knowledge of services and functions of Head Office and branch network.
• Detailed understanding of the bank’s Performance Management model
• Understanding of IFRS9

Experience

• Understanding of the local competitor market
• Experience in an operations environment
• Prior experience in resolving customers queries/complaints
• Prior experience working with service providers
• Experience in managing a team
• Basic credit management techniques Values Approvals
• Relationship management experience
• Basic Risk Management techniques
• Impairment management
• Well versed with models and management information tools
• Experience in Leading a team and working with different stakeholders

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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 products development, conduct product review 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.
• Co-ordinate 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

Qualification

• A university degree in a relevant discipline, post graduate 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