Vacancies at Absa Bank Limited

Job Description

Key Accountabilities:

Service (Application) Availability 25%

• The prime responsibility is for maintaining the availability and reliability of applications to ensure that Technology can effectively meet service targets in accordance with planned business objectives.
• The accountability also has a responsibility of analyzing existing application availability issues and problems to determine ways to improve availability at acceptable cost levels.
• The accountability has a responsibility to determine availability requirements for new applications or enhancements to existing applications.
• The accountability has the responsibility of ensuring that parameter set up on applications can effectively meet targets in accordance with planned business objectives.
• The accountability has the responsibility of ensuring that new parameters and amendments of existing parameters are thoroughly tested and signed off before effecting them on production.
• Finally, the accountability has the responsibility of Logical Access Management on the non-core banking systems

Key Activities

• Optimize the availability of the IT infrastructure to deliver cost effective improvements that deliver tangible benefits to business units and customers
• Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
• Provide holistic management of availability that includes people and processes as well as technology
• Take actions to achieve reductions in frequency and duration of incidents that impact IT availability
• Ensure shortfalls in IT availability are recognized and appropriate corrective actions are identified and progressed
• Create and maintain a forward-looking availability plan aimed at improving the overall availability of IT services and infrastructure components to ensure that existing and future availability requirements can be met
• Provide regular reports on availability to the Head of Service Management
• Organize and maintain a regular availability review process with both key business and IT representatives
• Agree appropriate actions to maintain or improve availability levels
• Initiate and coordinate actions required to maintain or improve availability of applications
• Act as a coordination point for changes to availability levels of applications when needed
• Determine the availability requirements from the business for new or enhanced IT applications
• Establish measures and reporting that reflect business, user and IT support requirements with regards to application availability
• Participate in Change Control meetings to assess and authorize changes from an availability perspective
• Assist in SLA negotiation efforts from an availability capability standpoint
• Define the key targets of availability required for the applications and their components that underpin a new or enhanced IT application as the basis for an SLA agreement
• Analyze and review actual availability levels achieved against SLAs and OLAs
• Maintain an awareness of technology advancements and best practices that support

Test Management – 10%

Responsibility is to ensure that proper testing occurs for all Application changes released into the production environments

• Work closely with Release Analysts
• Review releases and assign appropriate release testing tasks
• Compiles and Review the Testing Deliverables
• Conduct installation procedure tests
• Oversee / Review functional, performance, and integration testing results
• Coordinate user acceptance testing
• Coordinate back out testing
• Conduct supporting documentation review
• Compile test results
• Conduct release test review
• Coordinate post release testing
• Validate and communicate results of testing activities

Business Liaison – 20%

• Single point of contact for one or more business units to represent IT services.
• Identify service needs for the Business Units represented to IT
• Escalate Business unit service issues to the Service Manager
• Communicate service status on service issues to the Business Unit
• Assist in SLA negotiation efforts with Business Unit(s)
• Report on quality of services rendered to Business Unit(s)

Risk Management – 25%

• Build relationship with country Technology Risk and Compliance team and provide support wherever required.
• Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team members to see if control requirements are being adhered to. Coach the team members on areas for improvement and highlight major failures to the manager of the area
• Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews
• Identify losses due to processing errors or internal fraud in the department. Escalate to the manager and provide all the required information to allow logging of the Risk and Loss events. Participate in the investigations
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date. Ensure that team members read circulars that are relevant to the area and answer questions they may have.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets.

People Management – 20%

• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.

Education and experience required

• Undergraduate or higher in Computer Science or any other Technology related field.
• ITIL Managers Certification or Equivalent
• Additional professional certifications will be an added advantage
• 7 years IT experience minimum
• Minimum of 3 years’ service management experience
• Project management experience
• Team Leadership experience

Knowledge and skills

• Translate Bus Requirements to Tech Solutions (Solid)
• ITIL - Governance Framework (Solid)
• Strategic Thinking (Solid)
• Negotiation Skills (Solid)
• Subject matter expertise (Solid)
• Communication Skills (Written and Verbal) (Solid)
• Understand the IT service delivery within a corporate environment (Advanced)
• Conceptual thinking, ability to analyse, make decision and initiate action (Solid)

Competencies: 

• Agile ways of working (Meets all the requirements)
• Business Analysis (Meets all the requirements)
• Commercial mindset - (Meets all the requirements)
• Creative and innovative thinking (Meets all the requirements)

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Job Summary

To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards.

Job Description

Key Accountabilities (Duties & Responsibilities)

Business Growth - 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, Bancassurance to maximise on cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, products, conduct product review 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 in the development of branch sales strategy.
• Plan and co-ordinate 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 a daily basis for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.
• Operationalise campaigns as required with the Branch Manager and the business.
• Ensure excellent customer experience at all times
• 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 of 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 branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.

Internal Controls & Risk Management – 10%

• Ensure that the Absa bank’s policies and procedures are always adhered to when handling different products.
• Ensure adherence to all KYC & AML Processes with regards to 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 new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
• Accurate customer information is captured in the core banking system.

Customer Experience – 20%

• Ensure excellent customer experience is maintained.
• Ensure set TAT in account onboarding and loan processing is achieved.
• Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
• Ensure customer data is always up to date
• Ensure branch NPS score 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 - 10%

• In conjunction with the Branch Manager, Assistant Branch Manager and other branch colleagues create a conducive work environment, team work and effective succession opportunities to ensure maximum productivity.
• Ensure the assigned e-learning and internal training activities for self and direct reports 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

Education Qualification

• Bachelor’s Degree from a recognized institution

Knowledge and Skills

• Knowledge of computerized banking applications and spreadsheets
• Ability to quickly grasp and understand systems and keen to details
• Ability to anticipate and mitigate risk by implementing appropriate risk management policies for the bank
• Understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KBA, KRA etc
• Good knowledge of personal and business credit underwriting and portfolio management
• Good knowledge of International Accounting and Audit Standards, and Legislation
• Well-rounded knowledge of all the Banks products, operations and processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.
• Good communication – speaking and written
• Good Negotiation and Selling Skills
• Managing client relationships so as to ensure excellent customer experience leading to value add to the customer and increase in the Banks share of wallet
• Must be honest, fair, just but firm with self, and of high integrity
• Protect and enhance the banks reputation

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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 high level of bank standards and management controls to achieve operational & Controls 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

Accountability:  Business Growth-60%

• Implement business strategic initiatives, create ownership of the branch performance targets. Agree 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, Lead generation team to maximize on 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 and leading  sales activations
• Establish firm relationships with 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 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 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.
• Branch must maintain the look and feel as per the 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 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 of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure that relevant approvals for all transactions are sort at all times as guided in the laid down policies.

Accountability:  Governance, Processes & Procedures- 15%

• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down Absa bank policies through the BOL.
• At all times, through the BOL, ensure 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 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 of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure that relevant approvals for all transactions are sort 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.

Accountability:  Customer Experience- 15%

• Branch must maintain the look and feel as per the 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 on response to customer queries on phone, email or by letters is strictly adhered to.
• Ensure customer data is up to date.
• Ensure branch NPS score 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.

Accountability:  Capacity Building & People Management- 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 the 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

Qualification

• University degree in a relevant discipline or relevant experience to compensate, post graduate qualifications will be an added advantage

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

Knowledge and Skills

• Business understanding and management experience of Retail / Consumer and Business Segments
• Working knowledge of Branch Operations and Controls
• Demonstrable experience in Customer Service management including complaint management / resolution
• Hands on experience of sales management including leading Direct Sales teams
• People management experience of big teams
• In-depth knowledge of banking products, strategies, and structures in Retail,
• Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments
• Good working knowledge of people policies and procedures
• Thorough understanding of the banking industry practices and regulations
• Well informed on general economic, political, and business environment.
• Up to date knowledge of competitor and market activity in local area
• In-depth understanding of core banking operating IT systems e.g., Flexicube