Vacancies at Absa Bank Limited

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

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Job Summary

• The purpose of this role is to have a dedicated resource with the appropriate skills and knowledge to support the Bancassurance strategy in Commercial Banking.
• Responsible to Business Development Manager- BB and CIB with corporate sales, general client management, renewals management, premium collection and stakeholder engagement.
• Role will involve enhancing Insurance business development through effective renewals management, ensuring all new business is written via ABIAL and insurance cross sales from CIB clients
• To implement sales plans/actions/ promotions and identify sales opportunities
• To ensure compliance objectives are adhered to.

Job Description

Key accountabilities/Deliverables/Outcomes

Business Development: 70%:

• Responsible for the achievement of the Commercial Banking revenue targets
• Support the Commercial Banking teams to ensure that insurance business is done on time, and through ABIAL
• Support the Commercial banking team and RMs to ensure that NTB insurance requirements are sourced and placed with the approved underwriters, underwriter through ABIAL
• Support and work with Trade Finance team to ensure that all Letters of Credit customers are provided with marine cover through ABIAL and the same is embedded in the process
• Joint customer visits with RMs to understand insurance needs and tailor customer led
• Attend Commercial Banking sales connect sessions to report on insurance Pipelines and uptake progress and enlist support, plus get insights on opportunities available.
• Ensure Weekly dashboard, monthly and quarterly performance tracking is shared with all stakeholders
• Have Sales activations and customer sensitization(quarterly) in partnership with partners to increase uptake and leverage on Bank customers activities to position the same
• Servicing Commercial Banking customers and ensuring the TATs with customers are adhered to
• Monitoring and evaluation business strategies set
• Obtain Approval of all sales related expenses
• Dashboard management with relevant MI teams to confirm accuracy of management reports on sales activities
• Quarterly business review meetings with Insurance partners to discuss business activities
• Identifying cross and up sale opportunities and track performance
• Work with the Business Development manager -BB and CIB to ensure delivery strategies are properly documented and monitored.
• Responsible for call reports on customer visits.
• Ensure all documentation is correctly completed, collected and submitted as per procedure manuals and SLA’s
• Work with partners to ensure Commercial Banking customers receive bespoke solutions and service

Rigor/compliance: 5%:

• Ensure all regulatory requirements are met by ensuring compliance to the insurance act and SLA’s
• Ensures review and escalation if required of Sales administrative issues.
• Responsible for compliance with business procedure manuals
• Ensuring all claims are reported, tracked and resolved as per SLA by COE
• Ensure compliance with Snap checks process and internal audit

People management: 15%:

• Managing relationships with Commercial Banking colleagues to drive business
• Dealing with outlets and operations center to ensure full understanding of the insurance process & procedures
• Motivation of relationship managers through agreed programs
• Ensure the team is achieving the desired

Premium Collection and policy administration. 10%:

• Ensure all premiums are collected from all sales as per laid down procedures in accordance with the insurance Act and SLAs with partner insurers
• Provide management reports on premium collection status of all sales done on a weekly basis
• Manage all aspects of premium refunds raised by sales teams
• Ensure all premium is receipted as received with partner insurer in liaison with Head office- Bancassurance teams

Role/person specification

Qualification

• A Business-related Degree from a recognized university.
• COP qualification, Diploma in Insurance, LOMA or progress in ACII qualification

Preferred Experience

• Insurance Broker/ Sales experience in dealing with corporate insurances and relationships

Knowledge and Skills

• Exposure to Corporate business and strong relationship management skills
• Knowledge of insurance business (claims management & underwriting), products and processes.
• Presentation skills and expertise in proposals presentation experience
• Exposure to governance, control and risk management
• Proven ability to effectively work across teams

Behavioral Competencies

• Passionate Drive for results
• Service Excellence
• Planning and Organizing
• Accuracy and attention to detail
• Problem Solving skills
• Time Management
• Communication skills

Technical Competencies

• Good understanding of insurance processes
• Excellent business development skills and insurance product knowledge
• A learning mind-set to rapidly assimilate complex business issues and quickly solve problems in a structured manner or pre-empting issues that may arise where there is limited precedence
• Effective negotiating skills to secure both internal and external support and deal with external service providers
• Able to adopt and/or coach the use of a variety of methods to keep work streams on schedule and within budget
• Quality, high standards and control
• Important relationships will include Head of ABIAL, Business Development Manager, ABIAL team, customer channels teams, enabling functions, insurance companies and other business partners that include external intermediaries

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

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Job Summary

To support delivery of targeted business (non-medical) growth with the right parameters.

Job Description

Business Development

• Management of broker Relationships to deliver targeted premium outputs.
• Pipeline business management quotation processing and transmitting the same to brokers within TATSs
• Draw up and operate SLAs with brokers for differentiated service delivery. 
• Adhere to Interdepartmental Service level Standards   in liaison with Underwriting team across the branches.
• Champion cross selling   for corporate business and other special assignments as allocated
• Collect market intelligence through research by reading articles, publications, internet, word of mouth and networking daily to keep abreast of market developments.
• Assess market opportunities with respect to competitor sales sources by remaining in touch with market forces and influencing.
• Manage knowledge capital by collecting, categorizing, storing, protecting, and distributing the results of market.

Financial

• Deliver financial    parameters for GWP, loss ratios, cross selling
• Debt management broker as per the debt management   standard  
• Manage and control expenditure for travel, events, and promotional items.
• Plan, assign and allocate funds for events plans, or promotional items required for brand management   through brand management activities as per the structured calendar

Operations & Compliance 

• Actively keep up to date with all relevant knowledge, legislation and developments within the business unit and insurance industry that may have an impact on the Business Advantage 
• Coordinate Compliance with Regulatory requirements for Brokers   for licensing and on boarding requirements as per ABC Third party Standards.

 Management reporting

• Prepare accurate production reports/ other   statistics   for management reporting
• Represent the department in the absence of the head of the department in various business reporting

Education and Experience Required

• Bachelor’s degree in a business-related field (Actuarial Science, B.Com Insurance, Business Administration)  
• 7 – 10 years of sales management and business development experience in Insurance, at least 5 - 6 of which should be in General Insurance and holding a management role.
• ACII, Diploma in Insurance (UK) or AIIK, Diploma in Insurance (Kenya) or with good progress in either. 

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)