Latest Job Openings at Absa Bank Limited

Finance jobs, Accounting jobs, Sales and Marketing jobs, Business Development jobs,

Area Sales Manager(Various Locations)

Job Summary

  • To build and develop a high-performing team through embedding performance development and coaching. Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed sales targets.

Job Description

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
IMPORTANT: Write a Perfect Cover Letter in minutes and start getting interviews! Get expert advice as you write.) Use These Examples Proven to Work.

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.

Education

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

Card Acquiring Relationship Manager

Job Summary

  • Responsibility for growth of new merchants, retention of existing and growth of the Liability book under the portfolio. Each Relationship Manager proactively manages all merchants in their area of execution. Some will cover vast areas according to merchant segmentation and will therefore need to be flexible to travel as required by the business and be able to deal with customers remotely.
  • To proactively recruit profitable new businesses and establish, manage, and develop long-term, Profitable Relationships, ensuring the provision of first-class customer service and maximizing business opportunities to achieve business objectives and goals.

Job Description

Key Accountabilities/Deliverables

Business Growth and Retention; Time split 50%

  • Proactively create and develop business relationships with companies.
  • To manage and sustain a relationship with Merchants building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service
  • Build close working relationships with other internal teams, and external key business influencers to create business opportunities.
  • Identification of cross-sale opportunities and introduction of leads to other functions within Absa.
  • Implement activities to deliver value-added products and services, generating increased income and revenue from existing merchants.
  • Fully understand the workings of Absa, merchant pricing, and risk issues.
  • Negotiate pricing and contracts with customers, engaging line managers at senior management or director level if called for towards the achievement of business objectives.
  • Make sound commercial judgments in order to retain and fully develop a customer base.

Customer contact: Time split 30%

  • Customer contact is at low and medium management levels and involves discussions and negotiations with customers on commercial and operational issues.
  • The role holder is responsible for managing and responding to customer requirements, queries, and complaints.
  • Establish, build, and maintain ongoing relationships with customers to develop and protect business income.
  • Develop a deep understanding of the needs and requirements of customers’ businesses.
  • Provide evidence of customer demand to influence new products /enhancements/solutions.
  • Apply knowledge and skills in resolving any challenges the merchant may face when using the Point-of-Sale terminals. It is important that each Relationship manager knows PDQ functionalities and acquiring systems to be able to manage customer expectations during their visits.
  • Maintain and understand the business environment in which the customer operates.
  • Constantly update knowledge on all products and services offered by Absa.

Planning and Execution; Time split 20%

  • Responsible for developing a personal sales plan to achieve targeted objectives and goals.
  • Personal time management of day-to-day activities to maximize return on resources.
  • Keeping fully updated on customer activities, challenges, and demands in line with business demands.
  • Constant evaluation of portfolio to achieve profitability and culling process.
  • Governance, Control, and Risk; Time split 5%
  • Ensure compliance  with Bank controls, policy service standards, and procedures as laid down by the bank
  • Ensure all mandatory training is completed to the deadline and understood within given timescales.
  • All risk events (incidents) or control failures are to be escalated, investigated, reported, and fixed the root cause to prevent reoccurrence.
  • Successful independent conformance assurance (e.g., RCA, BIA, Regulatory Compliance, PwC)

Role/person specification

Preferred Qualification

Preferred Experience

  • 3 years minimum sales experience with a proven track record of achievement and high performance

Knowledge and Skills

Essential

  • Full and extensive knowledge of Absa products and services
  • Working knowledge of acquiring industry dynamics, interchange, etc.
  • In-depth knowledge of competitor solutions
  • Knowledge of the Business-to-Business sector
  • Fully aware of industry trends (in the country and overseas)
  • Knowledge of Absa Group strategies both locally and overseas
  • Working knowledge and practical understanding of Law legislation and regulations as they apply to the local market.
  • Knowledge of card scheme policies and acquiring systems
  • Knowledge of card processing
  • Satisfies the FSA criteria for an approved person, both initially and ongoing
  • Proven success rate in negotiation in a corporate environment

Preferred

  • Knowledge of relevant third-party suppliers (e.g., technology)
  • Knowledge of industry-related developments
  • May have experience in the Business-to-Business Financial Services Sector
  • Knowledge of the Card Acquiring industry would be an advantage but not essential.

Competencies

  • Communication skills
  • Relationship Management skills
  • Planning
  • Interpersonal skills
  • Sales skills
  • Negotiation skills

Education

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

Branch Manager

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 stablish a high performance culture amongst the branch team.

Job Description

Key Accountabilities (Duties & Responsibilities)

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 adjust 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 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 times 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 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 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 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

  • 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 requirement 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 processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.

Behavioural 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 system 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 development of open communication. Teamwork and trust that are needed to support performance and 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 offering 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.

Key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal & External

  • All branch staff.
  • All other Departments
  • Other bank staff (Internal customers
  • Other Local banks
  • Customers (Internal & External)
  • CBK
  • Kenya Bankers Association
  • Kenya Revenue Authority
  • Service providers

Decisions the position holder is empowered to make:

  • Empowered to make managerial decisions.
  • Sign transactions within the approved limits
  • Discretion on resource allocation within the branch under approved headcount for optimum productivity.
  • Approval on costs within set budgets e.g., taxi expenses, staff catering expenses.
  • Payment and receiving of transactions up to authorized limits.
  • Approval of staff leave.

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

Education

  • National Certificate: Accounting (Required)

Branch Manager

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 stablish a high performance culture amongst the branch team.

Job Description

Key Accountabilities (Duties & Responsibilities)

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 adjust 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 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 times 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 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 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 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

  • 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 requirement 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 processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.

Behavioural 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 system 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 development of open communication. Teamwork and trust that are needed to support performance and 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 offering 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.

Key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal & External

  • All branch staff.
  • All other Departments
  • Other bank staff (Internal customers
  • Other Local banks
  • Customers (Internal & External)
  • CBK
  • Kenya Bankers Association
  • Kenya Revenue Authority
  • Service providers

Decisions the position holder is empowered to make:

  • Empowered to make managerial decisions.
  • Sign transactions within the approved limits
  • Discretion on resource allocation within the branch under approved headcount for optimum productivity.
  • Approval on costs within set budgets e.g., taxi expenses, staff catering expenses.
  • Payment and receiving of transactions up to authorized limits.
  • Approval of staff leave.

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

Education

  • National Certificate: Accounting (Required)

Premier Relationship Manager

Job Summary

  • Responsible for recruiting and maintaining a portfolio of premier clients, by selling a high-quality, relationship-oriented, financial planning service, supported by a dedicated Account Executive. Clients are recruited from the existing Bank customer base and externally with the aim of developing significant sales, and high levels of client satisfaction through a mutually beneficial relationship.
  • The client relationship is managed on a highly proactive and ongoing basis over an extended period. Whilst part of a team, the jobholder operates on a mobile basis, meeting clients at times and locations convenient to the client.

Job Description

Key Accountabilities:

Relationship Management and Cross-Selling: Time split 85%

  • Be the first point of contact for customers in the portfolio.
  • Drive any required communication to customers in the portfolio.
  • Proactively target and recruit clients, through referrals from existing customer portfolios
  • Proactively engage customers in existing portfolios to onboard close family members as part of the family banking strategy
  • Ensure new customers meet CLM Involved measures upon handover from the Premier Acquisition team. Involved tracking will commence from Day 31 to Day 90 and will ensure continued account funding, digital usage and product holding.
  • Complete a detailed Customer Discussion Document for new customers upon hand-over from the Premier Acquisition team.
  • Ensure the customer portfolio meets CLM Engaged measures – account funding, digital usage, and product holding.
  • Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements.
  • Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts, and Overdrawn Accounts in your portfolio as part of ensuring funding growth.
  • Ensure ongoing reviews of the Customer Discussion Document for each customer in the portfolio and drive satisfaction through proactive identification of identified clients’ ongoing financial needs and cross-sale of required solutions.
  • Actively drive cross-sale targets for the portfolio across product lines – Assets, Liabilities, FX, etc.
  • Proactive engagement of required business specialists to support the fulfillment of customer needs.
  • Manage the client portfolio, making proactive contact on a regular basis and meeting clients at their convenience, and maintain an updated calendar/diary to track customer meetings.
  • Ensure customers in the portfolio are contacted/engaged as per the laid down Premier Customer Engagement procedures.

Business Management: Time split 15%

  • Ensure the targeted level of business results (i.e., income, balance sheet, costs, client satisfaction, and client recruitment) for the jobholder’s own portfolio are maintained.
  • Review portfolio on a regular basis recommending clients.
  • Adhere to standards, legal and regulatory, in accordance with the Absa Premier guidelines and Head Office instructions.

Risk and Controls

  • 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.

Role/person specification

Preferred Qualification

  • Bachelor’s degree from a recognized university

Preferred Experience

  • Circa 2 years of team leader experience
  • Record of achievement in a sales and service environment
  • Experience in handling customer complaints
  • Previous experience in handling operational risk issues
  • Previous roles could include;
  • Personal banker team leader
  • Prestige team leader

Knowledge and Skills

  • In-depth knowledge of the full range of Absa Africa retail product set and services and an overview of corporate and small business services
  • In-depth understanding of technical support systems e.g. Flex, BOC, IBOC
  • Detailed understanding of the retail network business processes and operating procedures.
  • Thorough knowledge of operating instructions and audit requirements.
  • Good understanding of Absa Africa’s risk policy
  • Awareness of Absa Africa’s retail strategy, operating structures, and interfaces
  • Knowledge of Absa Africa people’s policy and procedures
  • Understanding of the local competitor market.
  • Team leader experience

Behavioral Competencies

  • Communication and Presentation
  • Planning
  • Relationship management

Technical Competencies

  • Resource management
  • Business management
  • People Management
  • Performance management
  • Business awareness

Education

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

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