Job Summary
To maximise the customer experience by ensuring that
continuous quick and efficient service is delivered to all Cash Customers
through mentoring, coaching and developing staff within Hub and Spoke, The
process requires careful daily coordination, cash planning (including foreign
exchange/banknotes), forecasting and management and would need to use a nodal
optimization tool to ensure most effective cash management. 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.
Job Purpose:
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.
Key Accountabilities
Accountability: Business Growth-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 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 sort
at all times as guided in the laid down policies.
Accountability: Governance, Processes &
Procedures- 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 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.
- 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 sort
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.
Accountability: Customer Experience- 15%
- Branch must maintain the look and feel as per the 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 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.
Accountability: 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
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
Knowledge and Skills
- Business understanding and management experience of Retail /
Consumer and Business Segments
- Working knowledge of Branch Operations and Controls
- Demonstrable experience in Customer Service management
including complaint management / resolution
- Hands on experience of sales management including leading
Direct Sales teams
- People management experience of big teams
- In-depth knowledge of banking products, strategies, and
structures in Retail,
- Detailed working knowledge of operational and credit risk
policies and procedures for both Retail and Business Banking segments
- Good working knowledge of people policies and procedures
- Thorough understanding of the banking industry practices and
regulations
- Well informed on general economic, political, and business
environment.
- Up to date knowledge of competitor and market activity in
local area
- In-depth understanding of core banking operating IT systems
e.g., Flexicube
How To Apply