Deadline of this Job: 23 November 2022
Job Summary

To drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigor excellence in branches with up to 50 staff members or branches with single customer categories.

• To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch.
•  Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high-performance culture amongst the branch team.
• Achieve operational rigor excellence and maintenance of a healthy business environment through strict adherence to operations and compliance policies and guidelines

Job Description

Main accountabilities and approximate time split.

Driving Business Performance; Time split 40%

• Implement business strategies to deliver performance and growth as communicated by the Regional Manager.
• Drive branch performance against key performance standards as communicated and agreed with the Regional Manager in areas including:
  • balance sheet growth,
  • sales growth and income contribution,
  • cost performance,
  • credit management,
  • employee satisfaction,
  • customer experience,
  • operational risk and control rigor management
• Provide clear direction to branch staff on the Retail and Business Banking business objectives, translating and prioritizing into business performance measures at the branch level.
• Establish relationships with key clients or business influencers in the local area, including client visits, and complete call reports for every customer visit and this should be filed for snap checks.
• Monitor daily branch sales performance ensuring sales and portfolio growth targets are achieved
• Understand the local business drivers and issues that have an impact on branch performance.
• Identify business improvement opportunities and make appropriate recommendations to the Regional Manager regarding service initiatives, improvement for existing products and processes, opening or closure of branches

People Management and Development; Time split 30%

• Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Regional Manager.
• Prepare a resource and capacity plan for the branch to be incorporated in the annual plan for the Region.
• Build and develop a high-performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the branch team.
• Maximize performance of the branch team members by identifying and developing their training needs, and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the branch teams  that results in a high-performance climate and culture
• Conduct effective performance management for direct reports
• Monitor and ensure that all Branch Key Performance Indicators are achieved
• Share knowledge experience and best practices with branch team members.
• Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensuring they do the same for all their staff.
• Effective resource management/planning that reflects current and future business requirements, ensuring the correct balance of numbers, skills and experience, by playing an active role in the recruitment and exits of direct reports.
• Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR
• Acts as an escalation point for grievance cases within the branch
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Compliance Management: Time split 15%

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 the branch operates in a compliant manner and adheres to the relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards are met and where required review branch remediation action plans with the Regional Manager
• Report all incidents within the branch in line with the bank’s incident reporting procedures
• Sign off all budgeted branch expenses and seek Regional Manager approval as necessary.
• Sign off all dormant accounts and seek Regional Manager approval as necessary.
• Hold cost center for network-related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.

Customer Service Management: Time split 15%

• Understand and articulate aggregated feedback at the branch level to shape the customer proposition and product offering.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build a motivated, committed and focused Branch team, consistently delivering creative, precise and customer-focused service
• Ensure branch service excellence through continuous monitoring of service scores and discuss and agree resolution plans with Regional Manager.
• Ensure all customer contact points in the branch, including equipment (PC’s, printers, notes counters, ATM’s, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues raised to the Channel Manager at head office.

Technical skills / Competencies

• Leadership, people management, coaching and team-building skills
• Strong communication and Presentation
• Excellent relationship-building skills – both with internal stakeholders and clients
• Good networking skills, both for internal and external network
• Strong problem-solving skills coupled with decision-making ability
• Business Acumen/Business Awareness
• Credit appraisal skills
• Credit Risk Management
• Driving Customer Experience
• Operational Risk Management
• Stakeholder Engagement
• External market awareness
• Commercial Effectiveness
• Strong negotiation and influencing skills
• Performance Management
• Resource Management and planning.
• Cultural and Change Management
• PC skills

Knowledge, Expertise and Experience

Essential

• University degree in a relevant discipline or relevant experience to compensate, post-graduate qualifications will be an added advantage
• At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance
• 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

Job Summary

• To deliver Underwriting related administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Job Description

• Customer & Intermediary relationship
• Posting underwriting transactions and other related tasks
• Assisting in DMSing Underwriting documents
• Printing policy documents and debit notes
• Issuing quotations
• Receive risk notes, issuing debit notes and policy documents
• Prepare and issue renewal notice
• Risk profiling on suspect claims to establish underwriting gaps.
• Any other duty as guided

Deadline of this Job: 23 November 2022
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

Main accountabilities and approximate time split.

Relationship Management and Cross-Sell 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 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 ¡V 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 ¡V 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 15%

•  Ensure that targeted level of business results (i.e. income, balance sheet, costs, client satisfaction and client recruitment) for 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.
• Technical skills / Competencies
•  People Management
•  Communication and Presentation
•  Business awareness
•  Business management
•  Performance management
•  Resource management
•  Relationship management
•  Team building
•  P C skills
•  Planning

Knowledge, Expertise and Experience

•  In-depth knowledge of the full range of Barclays 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 risk policy
•  Awareness of Absa Africa retail strategy, operating structures and interfaces
•  Knowledge of Absa Africa people policy and procedures
•  Understanding of the local competitor market.
•  Team leader experience

Education

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

Job Summary

To plan, manage and monitor the implementation of underwriting activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

• Customer & Intermediary relationship
• Posting underwriting transactions and other related tasks
• Printing policy documents and debit notes
• Issuing quotations
• Receive risk notes, issuing debit notes and policy documents
• Prepare and issue renewal notice
• Risk profiling on suspect claims to establish under writing gaps

Education

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