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Universal Banker/SME Banker

The purpose for 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



  1. Business Development: 70%:
    1. Responsible for the achievement of the Commercial Banking revenue targets
    2. Support the Commercial Banking teams to ensure that insurance business is done on time, and through the ABIAL
    3. Support the Commercial banking team and RMs to ensure that NTB insurance requirements are sourced and placed with the approved underwriters, underwriter through the ABIAL
    4. 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
    5. Joint customer visits with RMs to understand insurance needs and tailor customer led
    6. Attend Commercial Banking sales connect sessions to report on insurance Pipelines and uptake progress and enlist support, plus get insights on opportunities available.
    7. Ensure Weekly dashboard, monthly and quarterly performance tracking is shared with all stakeholders
    8. Have Sales activations and customer sensitization(quarterly) in partnership with partners to increase uptake and leverage on Bank customers activities to position the same
    9. Servicing Commercial Banking customers and ensuring the TATs with customers are adhered to
    10. Monitoring and evaluation business strategies set
    11. Obtain Approval of all sales related expenses
    12. Dashboard management with relevant MI teams to confirm accuracy of management reports on sales activities
    13. Quarterly business review meetings with Insurance partners to discuss business activities
    14. Identifying cross and up sale opportunities and track performance
    15. Work with the Business Development manager -BB and CIB to ensure strategy deliverables are properly documented and monitored.
    16. Responsible for call reports on customer visits.
    17. Ensure all documentation is correctly completed, collected and submitted as per procedure manuals and SLA’s
    18. Work with partners to ensure Commercial Banking customers receive bespoke solutions and service
  2.  Rigor/compliance: 5%:
    1. Ensure all regulatory requirements are met by ensuring compliance to the insurance act and SLA’s
    2. Ensures review and escalation if required, of Sales administrative issues.
    3. Responsible for compliance with business procedure manuals
    4. Ensuring all claims are reported, tracked and resolved as per SLA by COE
    5. Ensure compliance with Snap checks process and internal audit
  3. People management:15%:
    1. Managing relationships with Commercial Banking colleagues to drive business
    2. Dealing with outlets, operations center to ensure full understanding of the insurance process & procedures
    3. Motivation of relationship managers through agreed programs
    4. Ensure the team is achieving the desired
  4.  Premium collection and policy administration;10%:
    1. Ensure all premium is collected from all sales as per laid down procedures in accordance with the insurance Act and SLA’s with partner insurers
    2. Provide management reports on premium collection status of all sales done on a weekly basis
    3. Manage all aspects of premium refunds raised by sales teams
    4. Ensure all premium is receipted as received with partner insurer in liaison with Head office- Bancassurance teams 

Technical skills / Competencies

  1. Excellent business development skills and insurance product knowledge
  2. 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
  3. Effective negotiating skills to secure both internal and external support and deal with external service providers
  4. Able to adopt and/or coach the use of a variety of methods to keep work streams on schedule and within budget
  5. Quality, high standards and controls
  6. Passionate Drive for results
  7. Service Excellence
  8. Planning and Organizing
  9. Good understanding of insurance processes
  10. Accuracy and attention to detail
  11. Problem Solving skill
  12. Time Management
  13. Communication skill
  14. 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

(NOTE: Average minimum salary 200K working as a Project Manager, Monitoring and Evaluation Officer, Consultant, Financial Advisor, Technical adviso. Massive 2021 recruitment conducted by Government, Counties, NGOs, UN, UNDP, World Bank, international development community, UNESCO, WHO, USAID. Get the details click here)

Knowledge, Expertise and Experience & Qualifications


  1. A Business-related Degree from a recognized university.
  2. COP qualification, Diploma in Insurance, LOMA or progress in ACII qualification
  3. Exposure to Corporate business and strong relationship management skills
  4. Knowledge of insurance business (claims management & underwriting), products and processes.
  5. Presentation skills and expertise in proposals presentation experience
  6. Exposure to governance, control and risk management
  7. Proven ability to effectively work across teams


Insurance Broker/ Sales experience in dealing with Corporate insurances and relationships

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

Universal Banker/SME Banker

Job Summary

  1. Sales Target – Proactively make self-initiated contact with customers in order to deliver against the required sales targets.
  2. Collaboration – Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
  3. Compliance and Risk Management- Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards.
  4. Customer Experience – To provide service excellence and achieve customer satisfaction.

Job Description

Business Growth

  • 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 maximize 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.
  • Operationalize 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

  • Ensure that the Absa bank’s policies and procedures are adhered to at all times 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

  1. Ensure excellent customer experience is maintained at all times.
  2. Ensure set TAT in account onboarding and loan processing is achieved at all times.
  3. Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
  4. Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
  5. Ensure customer data is up to date at all times.
  6. Ensure branch NPS score are maintained as per the set standards
  7. In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
  8. 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

  1. 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.
  2. Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
  3. Determine and manage Training Needs Analysis and own succession planning.
  4. Manage your own leave by working closely with your Line Manager.


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


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