Role/person specification

Qualification

• Business related degree
  

Preferred Experience

• Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.
  
• A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales targets set by the bank.
  

Knowledge and Skills

• High attention to detail & high sense of urgency.
  
• The need to be flexible and adaptable in order to meet the challenging demands of the job.
  
• Ability to work under pressure to very tight timescales whilst producing an output of the highest quality.
  
• Ability to deal with and relate well with staff of all levels.
  
• High focus on internal customer service excellence.
  

Business Growth: Time split 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, 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: Time split 10%

• 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: Time split 20%

• 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: Time split 10%

• 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