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Branch Manager – Rift & Western Region

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

Business Growth: Time Split 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 always adhered to 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 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 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 always sort 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 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 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 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 regarding 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 always sort 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 always adhered to at the branch.

Customer Experience: Time split 15%

• Branch must maintain the look and feel as per the Absa bank standards.
• Ensure excellent customer experience is always maintained.
• Ensure set TAT is always 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 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.

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 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

Role/person specification

Preferred Qualification

• University degree in a relevant discipline or relevant experience to compensate, 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.
• 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 target 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 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
• Conceptual and analytical skills
• Risk management
• Compliance and Regulatory Framework
• Basic Credit Skills
• Audit standards & Legislation
• Knowledge of Banking and Business Operations

Behavioral Competencies

• Results and achievements oriented
• Leadership and Management Skills
• Communication & Interpersonal Skills
• Negotiation & Selling Skills
• Human Resource Management Skills
• Personal Ethics
• Relationship Management
• Conscious of banks reputation

Lead Generator

Job Summary

To achieve agreed targets in line with the business objectives through pro-active selling of all the bank’s product and provision of excellent customer service

Job Description

Accountability: SALES TO RETAIL CUSOTMERS – TIME SPLIT  60%

• Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of all Absa Bank Retail products and services.
• Provide direct “hands on” sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
• Participate in specific product campaigns by ensuring that the products are explained to customers.
• Agree, meet and exceed targets for specific sales campaigns.
• Maintain own sales performance statistics for management information usage.
• Own and manage personal products & channel sales targets to contribute towards the direct sales objectives and targets.
• Refer to the appropriate area of delivery for specialist product help or advise (e.g. Schemes or Mortgage) when uncertain about the product delivery or application process.  Respond directly to the customer.
• Complete account opening documentation together with customers and submit to Line Manager for review before submitting to operations for processing.
• When selling loans to Retail customers, complete the financial analysis and statement review on customer accounts.  Where customers do not meet the minimum criteria, advise the customer verbally or in writing as the customer requires.  Report such denials to the Line Manager on a daily basis.
• Call customers when their accounts have been opened and provide the customer with contact information for the branch at which their account is held.

Accountability: CUSTOMER SERVICE –  TIME SPLIT 15 %

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner.  Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager.
• Build relationships with internal service providers (Operations and the KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
• Advise customers as soon as new loans are approved and encourage draw-downs on the new loans
• Open scheme loan accounts referred by the Scheme Loans Relationship Managers

Accountability: OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS        TIME SPLIT 15 %

“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 (LGs) 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.
• Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to the Line Manager.
• Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.

Accountability: CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM/PERSONAL DEVELOPMENT    TIME SPLIT 10%

• Share knowledge and experience with other Lead Generators in the team.
• Provide cover for other Lead Generators in case of excessive workload or absence.
• Deputize for the Line Manager whenever required.
• Agree annual performance objectives with the Sales Manager, including specific sales targets.
• Pursue continued improvement in personal development by participating in development programs and training.

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