Careers at Absa Bank Limited

Key Accountabilities/Deliverables/Outcomes and Approximate Time Split

Business Growth: Time split 60%

• Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
• Have a clear understanding of all Retail and Business Banking products that could satisfy customer needs.
• Manage portfolio risks in line with banks' portfolio appetite.
• Collaborate in the development and implementation of sales initiatives with other business functions i.e., Direct sales team, Asset Finance, CIB, and Bancassurance to maximize cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, and products, conduct product reviews and development through constant feedback from the market.
• Continuously conduct market intelligence to identify new markets, customer trends, new government /directives, and changes in policy by regulators.
• Contribute to the development of branch sales strategy.
• Plan and coordinate any marketing approaches for new business and actively develop existing relationships.
• Actively seek to grow own portfolio and cross-sell to ensure delivery of set Targets.
• Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.
• Ensure quality sales and new to-bank accounts within your portfolio are promptly funded at customer onboarding.
• Continuously monitor own performance against targets agreed on, daily for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.
• Operationalize campaigns as required with the Branch Manager and the business.
• Always ensure excellent customer experience
• Drive business targets through strict TAT observance and high-level service delivery standards.
• Should not advise an existing customer to open a similar account in their respective Branches with a view of moving funds between the accounts.
• Should not close an existing account in your Branch/domiciled in another Branch with a view to re-opening a similar account.
• Accounts re-streaming should be carried out in line with the Banks policy.
• Together with BM, create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure they are aligned to the Bank's overall strategy- Growth, Transformation, and Returns.

Internal Controls & Risk Management: Time split 10%

• Ensure that Absa bank¡¦s policies and procedures are always adhered to when handling different products.
• Ensure adherence to all KYC & AML Processes regarding new and existing business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Manage costs within your area of operation.
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
• Ensure the new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the current tariff.
• Accurate customer information is captured in the core banking system.

Customer Experience: Time split 20%

• Ensure excellent customer experience is always maintained.
• Ensure set TAT in account onboarding and loan processing is always achieved.
• 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 letters is strictly adhered to.
• Ensure customer data is always up to date.
• Ensure branch NPS scores are maintained as per the set standards.
• In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
• Monitor service to ensure customers are served within acceptable waiting time having a work plan for both peak and off-peak periods.

Capacity Building & People Management: Time split 10%

• In conjunction with the Branch Manager, Assistant Branch Manager, and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.
• 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 own succession planning.
• Manage your own leave by working closely with your Line Manager

Role/person specification

Qualification

•   Business related degree

Preferred Experience

• Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.
• A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales targets set by the bank.

go to method of application »

Key accountabilities/Deliverables/Outcomes

SUPERVISION OF LEAD GENERATORS TIME SPLIT  40%

• 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 TIME SPLIT 30 %

• 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 TIME SPLIT 10 %

• 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 TIME SPLIT 10 %

• 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  TIME SPLIT 5%

• 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 TIME SPLIT 5%

• 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.

Role/person specification

Preferred Qualification

Education and experience required

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

go to method of application »

Key Accountabilities (Duties & Responsibilities)

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 the 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 always adhered to 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 batch on the core banking system.
• The Branch must maintain the look and feel as per the Absa bank standards.
• Ensure that Absa Bank’s policies are always adhered to 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 always observed.
• 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 always sorted 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 the Absa bank standards.
• Ensure excellent customer experience is always maintained.
• 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 the 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 is 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

• University degree in a relevant disciplines, post graduate qualifications will be an added advantage.

Preferred Experience

At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance.

go to method of application »

Key Accountabilities (Duties & Responsibilities)

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 the 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 always adhered to 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 batch on the core banking system.
• The Branch must maintain the look and feel as per the Absa bank standards.
• Ensure that Absa Bank’s policies are always adhered to 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 always observed.
• 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 always sorted 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 the Absa bank standards.
• Ensure excellent customer experience is always maintained.
• 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 the 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 is 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

• University degree in a relevant disciplines, post graduate qualifications will be an added advantage.

Preferred Experience

• At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance.