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.
Responsibilities
Business Growth (60% Time Split)
- 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, and Bancassurance to maximize cross-selling and better customer profiling opportunities.
- In conjunction with the branch manager, Industry heads, and products, conduct product reviews 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 to the development of branch sales strategy.
- Plan and coordinate 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, daily 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.
- Always ensure excellent customer experience.
- 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 to 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 on branch execution plans/strategies and ensure they are aligned to the Bank’s overall strategy- Growth, Transformation, and Returns.
Internal Controls & Risk Management (10% Time Split)
- Ensure that Absa bank's policies and procedures are always adhered to when handling different products.
- Ensure adherence to all KYC & AML Processes regarding 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 the new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the current tariff.
- Accurate customer information is captured in the core banking system.
Customer Experience (20% Time Split)
- Ensure excellent customer experience is always maintained.
- Ensure set TAT in account onboarding and loan processing is always achieved.
- 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 letters is strictly adhered to.
- Ensure customer data is always up to date.
- Ensure branch NPS scores 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% Time Split)
- In conjunction with the Branch Manager, Assistant Branch Manager, and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.
- 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 own succession planning.
- Manage your own leave by working closely with your Line Manager.
Qualifications, Skills & Experience
- Education: Business related degree.
- Preferred Experience: Familiarity with various banking products and services (checking accounts, savings accounts, loans, credit cards) and a solid track record of achieving sales targets.
- Skills: Attention to detail, adaptability, working under pressure, relationship management, and customer service excellence.
