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 a high level of bank
standards and management controls to achieve operational & control 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
and create ownership of the branch performance targets. Agree on 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, and Lead generation
team to maximize 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 in
and leading sales activations
- Establish firm relationships with the 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 the 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 the 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 batches on the core banking system.
- The branch must maintain the look and
feel as per 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 a 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
satisfactory audit rating through continuous assessment and prompt closure
of all audit exceptions sighted.
- Ensure that relevant approvals for all
transactions are sorted at all times 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 the
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 a 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
satisfactory audit rating through continuous assessment and prompt closure
of all audit exceptions sighted.
- Ensure that relevant approvals for all
transactions are sorted 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.
Customer Experience: Time split 15%
- The branch must maintain the look and
feel as per 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 in response to customer
queries by phone, email, or by letters is strictly adhered to.
- Ensure customer data is up to date.
- Ensure branch NPS scores 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 common goals.
- Ensure the assigned e-learning and
internal training activities for self and direct reports are 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
Qualification
A university degree in a
relevant discipline, post graduate qualifications will be an added advantage.
Preferred Experience
- At least 5 years of Banking / Financial
Services experience out of which at least 3 years in branch management
with a good track record of performance.
- Prior experience in the banking industry;
including experience in supervisory or managerial positions
How to Apply
