Jobs at Absa Bank Limited

Job Summary

To provide advice and support in practice formulation and associated best practice improvement tactics; enabling the provision of specialist human resources expertise.

Job Purpose:

To provide direction, in partnership with Functional business leadership teams and HR colleagues on the HR agenda by:

• Influencing, shaping, and contributing to the development of the functional business area’s agenda and strategy and translating this agenda into action via a fully integrated HR plan
• Contributing to the leadership of the functional business area by bringing in external best practice, thought leadership and challenging the status quo.
• Being an active, influential partner, coaching and challenging the business to effectively diagnose and implement world class HR solutions that transforms the business and deliver stretch goals.
• Lead business leadership teams, through the interpretation and execution of the Group’s people agenda by:
• Turning strategy into real action plans that are aligned to Group and functional business area objectives, driving the plans through to full realization of stated benefits.
• Excelling at bringing together best practice within the HR community and the resources within the business areas, to shape and brilliantly execute the people agenda in a timely manner.
• Challenging and provoking business leaders on employee engagement by addressing resulting people issues, build organizational capability which delights customers and ensures shareholder satisfaction.

Key accountabilities & Time Split

HR Strategy Implementation/Transformational Change (40%)

• Work as a full member of the functional business leadership team to develop strategy and turn into actions, which clearly contributes to Absa Group objectives.
• Drive and actively contribute to the implementation of the People Strategy initiatives and work streams. Ensure the implementation approach is supported, delivered, and appropriately ‘landed’ by business leaders.
• Work with Business and People & Culture colleagues to assist business in execution of People & Culture strategy, embed change into day-to-day working practice and organization culture so that high performance becomes the norm.

High Performance Agenda

• Implement Group wide to deliver the mindset of high-performance culture, effective consequence management and consistently ‘raise the performance bar’.
• Specifically instill, drive and commitment into all aspect of MyContribution including consistency challenge leadership meetings, consequence management of top, high, low and under performers and create an environment in the business where great performers are known and their contribution recognized/valued and rewarded accordingly.

Capability, Succession, Development

• Work closely with leadership teams to implement any designated aspects of Group and Business Unit talent action planning processes, understand and drive short- and longer-term capability requirements, succession, and talent pipeline.
• Support and coach business leaders in developing solutions which enable successful retention strategies and solve capability gaps using internal/ external levers including development, resourcing, training, and innovative stretch career experiential opportunities.
• Work directly with key stakeholders in the business to assist them in identifying their own capability gaps and solutions to enhance their ability.
• Assist in the development, execution, and maintenance of skills development Strategy in functions.

Talent Acquisition

• Support the business in resourcing and developing talented performers that are world class.
• Ensure exceptional standards of professional capability in resourcing our professional and leadership cadres.
• Play a strong and direct role in ensuring all resourcing decisions feature ‘no compromise’ in quality of candidates.
• Build networks internally and externally to assist with ‘talent spotting’ for future roles.
• Ensure and champion Diversity and Inclusion initiatives.

Organization Design And Change Management (15%)

• Lead and drive management teams in organizational diagnosis, designing an optimal organizational structure aligned to the Absa Group organization design principles and delivery of the strategic business agenda.
• Apply agreed change management approach to initiatives and tools and techniques in delivering effective organisational and cultural change in the Business area.

Influence, Coach And Facilitate (20%)

• Support and coach senior leadership in implementing the people and culture dimensions of the business strategy defined.
• Drive agreed priorities and people & culture initiatives to implementation, ensuring that the business effectively executes the initiatives to create real business value for time, effort, and associated cost.

Delivery Management (20%)

• Work directly with key stakeholders to enhance performance achievement and capability. Act (where appropriate) as the interface with People & Culture Specialist teams to procure services and specialist expertise to design and assist the delivery of integrated people solutions.
• Work in partnership with People & Culture Specialist teams to deliver integrated people solutions. Monitor delivery of People & Culture Specialist teams around the requirements of the business area.
• Implement and provide feedback around the employee relations environment for the business.
• Develop action plans associated with performance improvement and Colleague Experience Survey
• Work with key stakeholders to develop a culture within the Functional Business Unit that underpins Absa’s Employee Value Proposition.

Risk Governance (5%)

• Ensure understanding of Absa group policies and governance processes, driving compliance as appropriate within own business area.

Preferred Qualifications

• Bachelor’s degree a relevant field
• A relevant post graduate qualification or CIPD certification
• Valid practicing certificate

Preferred Experience

• At least 12 years HR experience comprising a minimum of 7 years generalist experience or HR consultancy experience in at least one HR specialism.
• Full range of distinctive, technical capabilities and experience in high performance organization or world class HR consultancy.
• Credibility with senior leadership as primary customers and ability to balance and achieve on-time delivery against competing demands.
• Excellent relationship, influencing and persuasive skills willing to challenge and be seen as a business player.

Knowledge & Skills

• Detailed knowledge of external HR best practice understands and challenges HR policy, direction, and practice in a timely way to ensure Absa achieves ‘Employer of Choice’ recognition.
• Organisational diagnosis, design & development which takes consideration of external trends, conditions and applies best practice to design, develop and facilitate high individual and organisational performance.
• Employee Relations D, C &G accredited and experienced in design of ER plans such that employees are engaged in the sharing of business information and consulted in business change as appropriate.
• Keep abreast of changes in employment legislation and ensure practical application in the workplace.

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Job Summary

The role will be dedicated to take lead and implement the debt management guideline in the banc assurance business channel, coordinate and facilitate the credit control functions within the banc assurance business channel, facilitate, and organize credit control – banc assurance meetings.

Job Description

To support the credit control department in debt management. Ensure that banc assurance debt portfolio assigned is serviced in the following ways.

• Portfolio reports on debt levels and unallocated balances.
• Portfolio reports on cancelations.
• Manage workflow within the credit control banc assurance section.
• Ensure that statements are shared monthly.
• Allocations are accurately executed.
• Reconciliations are timely completed and signed off.
• Claims and commissions processing.
• Manage and supervise credit control assistants.

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Job Summary

To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs)

Job Purpose:

Reporting to the Collections/Recoveries Team Leader, the role holder will be;

• Responsible for the Collections or Recoveries of allocated group of loan and credit card accounts within the Personal and Local Business Segments within the Bank, with the objective of adopting given strategies and negotiating with the customer to bring any out of order accounts back to order.

Key Accountabilities:

Business Management – 40%

• Meet the minimum productivity requirements for calls, promise to pay (PTP) and kept promises (KPs) daily to ensure optimization of the collections function and achievement of the monthly targets for the collection agent
• Use the appropriate collection scripts and other tools available to verify client identity and negotiate with customers to obtain a promise to pay (PTP) or to negotiate the repayment terms which will achieve the best outcome for both the bank and the customer
• Monitor all accounts allocated daily and take appropriate action to ensure that the portfolio of accounts stay within agreed limits through the application of sound credit judgement within pre-determined broad policy guidelines
• Recommend accounts within own portfolio that meet agreed criteria for forbearance (which do not involve giving out more money) within pre-determined parameters and guidelines
• Undertake all forms of communication with the customer that are necessary to ensure that the accounts operate well or that subsequent action on the account, if required, is not unduly delayed
• Adopt collections targets monthly in line with portfolio and product targets as communicated by the MI team via the team leader
• If no solution can be negotiated, calls must be escalated to the team leader for assistance
• Update the appropriate system upon completion of the negotiation with the customer to indicate the agreement reached with the customer in terms of the collections option that will be implemented

Customer Obsession – 30%

• Refer all customer complaints to the Customer Service team for logging on BOC. As the first point of contact wherever possible, resolve and close the complaint; escalate to the team leader to support in resolving the complaint if unable to resolve
• Ensure customer obsession is achieved and the retention of the customer is maintained by being professional in all instances
• Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the bank
• Application of world class customer service standards always while handling customer’s issues, walk in customers and customer correspondences assigned on collection related matters

Teamwork – 10%

• Constant liaison with the business network to undertake appropriate measures on allocated collections portfolio to offer alternative solutions for customers.
• Teamwork to formulate and execute innovative and creative strategies aimed at achieving stretch collection targets.
• Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
• Ensure individual performance objectives and measures are agreed with line manager.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Controls – 30%

• Adherence to service level agreements on any duties assigned.
• Adherence to banking policies and procedures.
• Delivering collection control requirements in a robust and rigorous control environment.
• Efficiently maintaining an accurate diary of collection actions undertaken on own portfolio on debt management systems with timely follow-up of due actions.
• Delivering operational excellence in achieving quality, cost, and service standards on assigned work.

Technical Skills

• Analytical and numerical skills
• Communication skills (written and verbal)
• Inter-personal skills
• Negotiation and Influencing skills
• Spreadsheets/Database Skills
• Planning and personal organization
• Quality Conscious
• Problem solving skills
• Service excellence
• Operational excellence
• Customer handing techniques

Knowledge, Expertise & Experience

Essential

• University degree or equivalent professional qualification
• Prior experience of dealing with customers
• High degree of interpersonal skills when dealing with a range of people and situations.
• Good knowledge of the general canons of good lending and credit risk assessment
• Good computer skills and ability to learn new software/applications quickly

Preferred

• Effective communication
• Some knowledge of the Bank’s lending principles, policies, and procedures
• Some knowledge of the Bank’s general credit policies and Retail Products
• Prior experience in a lending environment

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Job Summary

To coordinate, plan & deliver day-to-day team tasks & activities in order to execute operational services accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs. Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details.

Job Purpose:

Reporting to the Collections/Recoveries Manager, the role holder will be.

• Responsible for managing the productivity of collections and recoveries agents by providing direction, instructions, support, coaching and guidance to team.
• Leading team to fully employ agreed Collections & Recoveries strategies/initiatives to achieve set monthly targets and within policy guidelines and regulations to minimize credit losses.

Main accountabilities and approximate time split

Business Management – 30%

• Manage a retail product/s segment/s as agreed with the campaign manager
• Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises
• Drive and ensure completion of appropriate and timely collection actions by team in line with broad policy guidelines, collections strategy, process, and regulatory requirements to prevent further aging of the credit facilities and prevent deterioration of portfolio
• Review collection /recoveries escalations by team members to advice on alternative collection steps
• Follow up on collections/recoveries exceptions that require further review by the campaign manager and collections & recoveries leadership for alternative debt management considerations
•  Ensuring accurate reporting on team’s projections on performance and actual team collection activity and productivity while addressing any issues arising
• Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises.
• Drive and deliver excellent performance against agreed stated stretching targets while leading a team
• Be a contact point for customer escalations on collection related matters affecting the team

Customer Obsession – 20%

• Support team with correspondences to customer to ensure that the team’s collection portfolio operates well and that subsequent action to be taken on the account, if required, are not unduly delayed
• Always embed World class customer service and standards
• Be the first point of contact/escalation/resolution of customer issues affecting the team.
• Analyze customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to team portfolio
• Ensure all queries and complaints received by self and the team are logged on BOC and consequently resolved and closed

People and Teamwork – 30%

• Provide regular performance related coaching and feedback ensuring a highly motivated and energized team with the capacity of achieving optimal performance levels
• Monitor team members' participation via real-time call monitoring to ensure the training they are being provided is being put into use, and to see if any additional training is needed
• Work with minimum supervision and ensure, that the line reports are kept fully always informed on all matters to be addressed within the team
• Build effective relationships with branch network and key support functions that will improve overall collections performance
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, and best practice with a view of improving performance
• Embed performance management and personal development objectives for direct reports by developing and agreeing on individual performance objectives and measures
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
• Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
• Ensure leave plan for the team is in place and adhered to

Controls – 20%

• Ensure that the team delivers on collection control requirements in a robust and rigorous control environment
• Adherence to banking policies and procedures
• Ensure operational standards are maintained by team with achievement of high quality, manageable cost and high service level standards
• Review collections systems to ensure that they are adequately updated by team members with appropriate collection actions and taking necessary actions where this is not adhered to
• Undertake timely review and actioning of collections daily, weekly and monthly reports on the team’s portfolio of credit facilities and take appropriate actions in line with policy guidelines.
• Identify risks in the collection’s environment and drive for effective measures to mitigate the risks

Technical Competencies

• Meeting Customer Needs
• Business Awareness
• Communication (Both Verbal and written)
• Forward Planning and organization
• Analysis and Judgment
• Quality Conscious
• Adaptability to change
• Decision Making
• Problem Solving
• Strong PC skills
• Negotiation and influencing skills
• Debt collection & Recovery skills
• Management skills
• Team leadership
• Credit management Skills
• Operational excellence
• Risk management techniques
• Performance management

Knowledge, Experience & Expertise.

Essential

• University degree or equivalent professional qualification
• High degree of interpersonal skills when dealing with a range of people and situations.
• A good understanding of Absa Retail Group Credit Policies, collection & recoveries Policy  and collection& recoveries strategy
• Good knowledge of the general canons of good lending and credit risk assessment
• Basic knowledge of the bank’s customer service standards
• Understanding of the retail customer proposition and services
• Understanding of banking and debt management systems
• Good computer skills and ability to learn new software/applications quickly
• Knowledge of the Bank’s bookkeeping procedures and systems

Preferred

• Understanding of the local competitor market
• Experience in operations management
• Customer service experience
• Relationship management experience
• Basic Risk Management techniques