Job Summary
To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards.
Job Description
Key Accountabilities (Duties & Responsibilities)
Business Growth - 60%

Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
Have a clear understanding of all Retail and Business Banking products that could satisfy customer needs.
Manage portfolio risks in line with banks portfolio appetite.
Collaborate in the development and implementation of sales initiatives with other business functions i.e. Direct sales team, Asset Finance, CIB, Bancassurance to maximise on cross-selling and better customer profiling opportunities.
In conjunction with the branch manager, Industry heads, products, conduct product review and development through constant feedback from the market.
Continuously conduct market intelligence to identify new markets, customer trends, new government / directives and changes in policy by regulators.
Contribute in the development of branch sales strategy.
Plan and co-ordinate any marketing approaches for new business and actively develop existing relationships.
Actively seek to grow own portfolio and cross sell to ensure delivery of set Targets.
Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.
Ensure quality sales and new to bank accounts within your portfolio are promptly funded at customer onboarding.
Continuously monitor own performance against targets agreed on a daily basis for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.
Operationalise campaigns as required with the Branch Manager and the business.
Ensure excellent customer experience at all times
Drive business targets through strict TAT observance and high level service delivery standards.
Should not advise an existing customer to open a similar account in their respective Branches with a view of moving funds between the accounts.
Should not close an existing account in your Branch/domiciled in another Branch with a view of re-opening a similar account.
Accounts re-streaming should be carried out in line with the Banks policy.
Together with BM, create ownership of the branch performance targets. Agree branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.

Internal Controls & Risk Management – 10%

Ensure that the Absa bank’s policies and procedures are always adhered to when handling different products.
Ensure adherence to all KYC & AML Processes with regards to new and existing business and that proper documentation is in place.
Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
Manage costs within your area of operation.
Effectively carry out branch snap checks as assigned by the assistant branch manager.
Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
Accurate customer information is captured in the core banking system.

Customer Experience – 20%

Ensure excellent customer experience is maintained.
Ensure set TAT in account onboarding and loan processing is achieved.
Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
Ensure customer data is always up to date
Ensure branch NPS score are maintained as per the set standards
In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements
Monitor service to ensure customers are served within acceptable waiting time having a work plan for both peak and off-peak periods.

Capacity Building & People Management - 10%

In conjunction with the Branch Manager, Assistant Branch Manager and other branch colleagues create a conducive work environment, team work and effective succession opportunities to ensure maximum productivity.
Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
Determine and manage Training Needs Analysis and own succession planning.
Manage your own leave by working closely with your Line Manager

Education Qualification

Bachelor’s Degree from a recognized institution

Knowledge and Skills

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