Jobs at Absa Bank Limited

Overall Job Purpose:

The primary objective is to maximize sustainable Economic Profit derived from a portfolio of Large Local Corporates & Public Sector Kenya via effective Business Development & Risk Management at an individual and team level.

Customer Sales and service: -45%

• Identify potential sales opportunities with new & existing Customers and subsequently sell and deliver.
• Identify the opportunity to introduce Product Specialists to Customers and subsequently to ensure delivery and sales.
• Formulate business development strategies and objectives to meet changing market needs.
• Monitor the level of complaints and quality of handling of those complaints.
• Support efforts to research competitive threats/opportunities within the banks marketing/geographical area.
• Communicate all key messages to customers including agreed service standards, negotiated pricing, relationship contact points (including the introduction of new personnel) and new product changes.
• Keep customers advised on the expected ‘delivery date’ for product/credit applications.
• Commitment to understanding customer requirements: striving to ensure requirements are met and taking the responsibility for solving problems.
• Rising to and achieving stretching targets; focus on adding value to the Bank and customers; communicating opportunities for others to achieve results.

Credit and Operational Risk Management: 45%

• Primary responsibility for the control and management of credit risk within own portfolio of corporate customers.
• To maximise economic profit on own customer portfolio and team bases.
• Manage own performance against key financials (risk - adjusted contribution) sales, service, and operational targets.
• To ensure service delivery and support functions provided customer-oriented service within the stipulated service level agreements.
• Develop and implement customer relationship plans for all customers.
• Work with Corporate Credit Managers, to assess and recommend credit facilities for customers.
• Collaborating with and assisting others; working as a team; being proud and working in the interest of the Bank.

Developing yourself and others: 10%

• Being receptive to feedback and constantly striving to develop new skills and knowledge.
• Work to enhance the capability of the organisation by getting the best out of people.
• Identify own strengths and weaknesses in skills and attributes, review self-development plans and ensure cleaning and development are accommodated.
• Support the implementation of the AML program amongst the CIB Team and the wider Bank.

Required Performance Imperatives.                                                                                                                                                               

Financials:

• Responsible for directly meeting the business annual revenues, volumes, customer acquisitions, and cross-sell opportunities for the portfolio.
• Responsible for the marketing initiatives, assessment and maintenance of transactions/relationships falling within portfolio.
• Acquisition of new business – new to bank

Customer:

• To develop and build relationships with key customers (both internal and external) at various levels within the customer organization.
• Manage organizational complexities to create a “win-win” situation for the Customer and Absa.  Continue to focus on creating operational dependency with their front/bank-end processes with Absa’s front/back-end processes. 
• To seek and solicit customer views on the customer satisfaction survey and to maintain these at satisfactory levels. 

Target Market:

• To continuously develop and enhance the business focus and target market of the key areas of the business in this sector. 
• To maintain a momentum of calling on existing and prospect customers for the bank. 
• To develop an understanding of areas of business that requires credit focus and maintaining the understanding of industry dynamics of these sectors with a view of keeping cost of credit low

Controls and Compliance:

• To ensure that the overall success of the Credits, in terms of ongoing line reviews and audit.  In addition, to ensure that the client portfolio is in line with the expectation of the bank’s AML and KYC policies.

Communications:

• To ensure effective communications sent to customers on a regular basis to position Absa as a constant force in the provision of banking services to clients.

Education and experience required

• University, college degree or other relevant
• (3) years (Technical/Managerial) experience

Technical experience

• Experience in understanding the business dynamics especially pertaining to the awareness of Large Local Corporates & Public Sector Kenya requirements. (Over 5 years)
• Experience in managing Large Local Corporates & Public Sector Kenya clients of varied products needs and complexities including Corporate & Project Finance in addition to TB and Markets product set.
• Understand how the various areas of the Bank are positioned to meet the challenges of Large Local Corporates & Public Sector Kenya customers.

Knowledge and skills:  

• Advanced knowledge of Banking
• Basic knowledge on Bank’s lending criteria in the Business and Personal sectors

Closing: 21 June 2022

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Job Summary

• Drive the Key Customer Segments strategy and set strategic objectives of the Bank.
• Identify the ideal customer mix/shape to deliver the Banking strategic plan.
• Manage profit & loss KPI’s at customer level, and all critical Key Value Drivers (KVDs) associated with the segment performance including segment profitability.
• Ensure maximized penetration into the customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer.
• Track the segments’ marketing and campaign plans.
• Ensure world-class and differentiated customer experience including service processes in place for Segments.
• Monitor the delivery of action plans to drive up the Net Promoter Score (NPS) for Segments.
• Timely proposition design/development for Banking with tailored products, service, marketing and distribution elements to match the needs of the segment.
• Conduct customer behavioural analyses to understand response and purchase patterns, as well as channel preference.
• Development of customer journey maps, lifecycles/life-stages and personas for the segments.
• Conduct market research, customer research and market test experiments to ensure the delivery of world-class, customer propositions.
• Maintain up-to date market data including market share statistics for the segments and competitive positioning.
• Monitor the active customer database for banking and devise strategies to remediate this as required.
• Monitor customer churn for the segment and implement strategies to remediate this as required.
• Employ decision analytics in designing customer propositions and contact programs.
• Implement governance, risk, compliance and control in line with Absa ’ group policies.

Key accountabilities (Duties & Responsibilities) 

Proposition Development & Management; Time split 45%

• In-depth analysis of customers to understand behavioral patterns and customer insights as part of proposition development.
• Conduct customer and market research prior to proposition development, for an outside-in approach in design.
• Ensure all proposition enhancements comply with compliance and regulatory guidelines.
• Ensure process enhancements are done as part of proposition design and development.
• Support the Affluent Segments execution/business teams to ensure the embedment of new propositions and proposition enhancements.
• Ensure the active use of analytics to enrich understanding of the Segments and inform proposition design.
• Develop the ideal customer shape/mix for t Segments.
• Ensure tracking of customer level P&L in line with agreed financial targets (Income, Customer Growth, Balance Sheet and NPS).
• Ensure tracking of defined KVDs at segment level including acquisition costs management and conduct monthly reviews of the same.
• Ensure tracking of business cases for the realization of signed-off benefits.
• Ensure up-to-date market and competitor information is maintained for Affluent segments.
• Drive the development of customer journeys, lifecycles and personas for Affluent segments.
• Drive the development of customer value propositions for Affluent segments.
• Drive the development of customer campaigns to support the growth of Affluent segments.

Business Monitoring & Management; Time split 25%

• Ensure full compliance with regulatory requirements regarding delivery of compliant customer outcomes, treating customers fairly and the policies and control standards, including compliance with the requirements of the pricing framework.
• Review new areas of development and identify new promotions, products or pricing initiatives for assessment and/or implementation to drive key segment line revenues.
• Take a lead in articulating and framing the proposition to ensure it meets industry regulations and when required ensure there is appropriate substantiation
• Liaise with all stakeholders on segment positioning, functionality, performance targets and activity planned.
• Monitor performance of the segment against key measures and management on a monthly basis. Report results with recommendations about performance and actions to improve this.
• Obtain New Product Approvals for all new segments or significant enhancements and ensure TCF principles are embedded in all the product and portfolio actions taken.
• Participate and where required lead relevant consumer research groups through co-creation, stretching and building the segment solutions for customers

Stakeholder Management; Time split 25%

• Proactively drive collaboration with varied stakeholders to enrich and enhance execution of Affluent Segments’ deliverables.
• Liaise with / support and ensure timely delivery from Change, Operations & Technology teams for the development of processes, infrastructure, and IT capability to support proposition initiatives.
• Facilitate design and delivery of staff training and toolkits on customer value propositions.
• Engage with senior stakeholders across the organization to drive and manage the roadmap for the segments.
• Own and drive the Customer Segments story via effective communication with key stakeholders.

Controls: Time split 5%

• Ensure Governance, Compliance, Risk and Control are implemented and adhered to meet Group Standards by Centre. Ensure any new regulatory or Group requirements impacting on the Affluent Segments are reviewed and implemented

Role/person specification

Preferred Education

• Bachelor’s degree
• Microsoft Office Suite proficiency

Preferred Experience

• Strong stakeholder management skills
• Performance Management
• Strong negotiation, influencing, and interpersonal skills
• Excellent numerical & analytical skills will be required to obtain, prepare, assess and assimilate very complex and detailed information
• Project tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, PowerPoint expertise is a must

Knowledge and Skills

• Good understanding of Absa bank customer segmentation.
• Good understanding of products/policies/plans/objectives in order to pro-actively embrace systems/procedure changes within the function.
• Ability to analyze and interpret financial and data models.
• Will require extensive knowledge of the industry landscape, players in the market, product knowledge etc.
• Impact of short, medium and long-term plans of the business and the effects of them on other functions, in order to implement the plans in the most effective and holistic manner.
• 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 liability and assets businesses.
• Management experience in a multi-cultural environment.

Education

• Bachelor's Degree: Business, Commerce and Management Studies (Required)

Closing: 22 June 2022